Customer Reviews for Fraser Speedway Shipping
(U-Haul Neighborhood Dealer)

244 reviews

5965 Fraser St   Vancouver, BC V5W2Z6

(604) 301-9310

Office Hours

  • Mon-Sat: 10 am–6 pm
  • Sun: Closed

Services at this Location:

Contact Us

(604) 301-9310

5965 Fraser St
Vancouver, BC V5W2Z6

Services at this Location:

Office Hours

  • Mon-Sat: 10 am–6 pm
  • Sun: Closed

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.

Overall Rating:

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Rating:
1.0

Worst experience

Milad M 
Rating:
1.0

Customer did not leave a comment.

Shivam G 
Rating:
5.0

Please put a sign indicating Fuel type - Gas Thank you

Ariel V 
Rating:
5.0

Customer did not leave a comment.

KWAN W 
Rating:
5.0

Very efficient, polite and friendly service. Bravo 👏

Randy S 
Rating:
5.0

Customer did not leave a comment.

Chris R 
Rating:
5.0

Customer did not leave a comment.

Danilo R 
Rating:
2.0

Staff was not helpful. They added CDW without asking me. When returning the vehicle they kept ignoring me while attending to other customers that arrived after me.

HECTOR H 
Rating:
5.0

The floor of the van loading area was a little dusty but otherwise the overall rental process was smooth and went great!

Ryan E 
Rating:
1.0

They charged 200 deposit but I didn’t get deposit back after 48 hours even though they said the transaction takes up to 48 hours. In the email receipt it says the fee is 68 I’m still waiting the reply from u-haul but it’s just proof of their poor payment system

Takeru H 
Rating:
5.0

The vehicle is nice and clean. The shop staff is very friendly. Recommend!

HSINGNING C 
Rating:
4.0

Customer did not leave a comment.

Sneha R 
Rating:
3.0

I was sent to 3 different places, my first booking was moved because the rental before extended. Then went to the second location and they were closed and had to rush to the third location before it closed. I made it just on time to the last location, my overall experience with Uhual has been very disappointing

Nicole W 
Rating:
4.0

Truckshare 24/7 is unavailable during store hours.

Sheryl C 
Rating:
1.0

Terrible place! Overcharging customers!

Milos F 
Rating:
5.0

Customer did not leave a comment.

Joboy V 
Rating:
2.0

location not easy to find

STEFANIA L 
Rating:
5.0

Customer did not leave a comment.

Stewart M 
Rating:
5.0

Gurpreet was excellent to deal with.

John W 
Rating:
4.0

Customer did not leave a comment.

LUZ M 
Rating:
5.0

Everything went very smoothly from check in to check out.

James N 
Rating:
2.0

Customer did not leave a comment.

Koby B 
Rating:
5.0

Customer did not leave a comment.

Jagtar N 
Rating:
1.0

Customer did not leave a comment.

Julia K 
Rating:
1.0

It took 25 minutes to check out as the computer system was slow processing my credit card. Also, the person did not know the process to self check in return of the vechicle and basically gave me a telephone number of your call centre and indicated if I call, there will be a $20 up charge! Terrible experience at this location compared to my previous rentals at your Marine Drive location.

Jerry J 
Rating:
1.0

When someone is suppose to pick up the car at 10 and they come at 9:45 they shouldn’t wait till 10:30!!!?? And I added a dolly online but never got one they were suppose to remove the charge and it’s still on my bill .

Sara H 
Rating:
5.0

The location was prefect for me. The price was also was very reasonable. My Customer Service experience was also near prefect when came to one issue I encountered and as a person who has worked in Hospitality Industry for many years, I gave them a 4.99/ 5 Thank you

Ramin A 
Rating:
4.0

Customer did not leave a comment.

Neriza B 
Rating:
4.0

Being on top of what supplies are in stock.

Seyedmehdi G 
Rating:
5.0

Customer did not leave a comment.

Benhur J 
Rating:
1.0

This location had poor communication skills and customer service. They were not helpful in the beginning. If anyone could actually contact me because this experience was super disappointing.

Laura G 
Rating:
2.0

The person in charge when I received the rental was incompetent and took about 30 minutes to check me in, including hardware issues, which resulted in me having a delayed start to my trip causing me to incur late fees to my trip for $40 for 50 min late return, not too happy.

Armin P 
Rating:
1.0

I never go to this location. They are lair never give me code, for drop off v key. It was Sunday and they was closed

PRABHDIAL G 
Rating:
1.0

Never trust a single word the representative say there. They tell you false policy and later when you return the truck, they try to charge extra.

Tanuj A 
Rating:
5.0

I was extremely pleased with the service I received. The owner went out of his way to make it work for me, and I think he deserves many thanks for all he did.

David L 
Rating:
1.0

Very poor service. Al.ost waited one hour for checkin n the time of drop off I was charged very high for the things I dint even filled. Please wave off for pads and cdw fee .not fair.if this is the case I will never take uhall nor recommend to my friend.please be fair

tripti g 
Rating:
5.0

Everything good thanks

angelito c 
Rating:
5.0

Everything was fine

Mandeepak S 
Rating:
1.0

I will never go to this location again and I will never recommend it. The person in the shop asked for my credit card and took all the information on it. Why? . He charged me $256.55 in advance, why? I have been charged for after hour services $20, why? It was like all the time he was after free money. I have not get my change back yet, $170, why?

ZAHRA M 
Rating:
2.0

Make sure that the lock works. Couldn't lock our truck and got robbed. Graffiti in the truck. Dirty moving blankets.

Rachel C 
Rating:
1.0

Truck was in terrible shape with damage everywhere. Furthermore the online after hours check in process forces you to have location services on your mobile device. I do not keep location services on to protect my privacy. I was therefore subject to an additional $20 “convenience fee” because I could not complete the online after hours check in. That fee is ridiculous and feels like an utter cash grab. This vehicle was rented to support a school field trip. There are less expensive rental options with other companies. We will be exploring other options for all future rentals.

Petra H 
Rating:
3.0

Customer did not leave a comment.

Lenore R 
Rating:
1.0

At least advice if a truck isn’t available for use. We have booked the said truck for a month and on the day of us getting it, we have been told 2 different reasons 1. We didn’t have a reservation, 2. We have a reservation but the truck broke down. We have been given a truck after 2 hours and we can only use it for 24 hours. To make matters worst, we we’re called out for returning it late the next day, given the matter of fact of what happened. How easy it is for them to call us out but never did they apologize for the inconvenience they have caused in the 1st place. We had to cram 3 days worth of moving to 24 hours.

norman g 
Rating:
3.0

Customer did not leave a comment.

rukie K 
Rating:
2.0

I had booked in and received a guaranteed pick up at a location that suited me. On the morning of the pick-up I went to that location and the van was not available there. I called the phone number the person at that location gave me and was left waiting 30 minutes until someone told me to go to another location. I had to travel 20 minutes to this new location which I had to pay taxi fare for. I also lost time of my day doing so. I also had extra kilometers on the u-haul as I had to go out of my way to get the vehicle. And the same for the return, extra time, kilometers and a taxi fare back to my home which was close to the original location booked in. All in all, I wasn't very happy with you changing my location and will look elsewhere next time I require a van in the city.

Thomas H 
Rating:
5.0

Customer did not leave a comment.

Kevin B 
Rating:
5.0

Gentleman at Fraser location was amazing. Friendly, great sense of humor, and very efficient.

Sergey K 
Rating:
1.0

Equipment not properly maintained - dashboard cracked, no washer fluid, sun visor broken, graffiti in the truck bed. Customer service experience was the worst I’ve ever had at any U-Haul location. Waited nearly half an hour to be served, staff made passive aggressive comments to us. Will not be recommending this location in the future or providing repeat business.

Elliot H 
Rating:
5.0

The people who work here know what they're doing. They got my paperwork done fast.

Barry G 
Rating:
5.0

Customer did not leave a comment.

Monica T 
Rating:
5.0

Customer did not leave a comment.

Barry G 
Rating:
2.0

I topped up the fuel more than what I got. pictures were taken and uploaded before and after return. Still i was charged with $13 plus fuel charges. I was told a customer servicecrep would contact me as I disputed the fuel payment at time if return on app but no one contacted.

Tariq R 
Rating:
1.0

I waited for 50 minutes before leaving woth

Avi H 
Rating:
3.0

The after-hours drop-off instructions are confusing at least going to discouraging for a non-tech-savvy person. There should be more communication for how that is expected to work.

Jorg H 
Rating:
4.0

The late night drop off instructions need to be clear, not sent in an email with all the terms and conditions which are near impossible to sift through on your phone. The website you need to go to to do the drop off is hard to find and the gentleman who gave me the keys told me “it’s just at the top in the email” which it isn’t. Also he explained to me how to drop the keys off in the mail slot if I couldn’t figure it out. But then failed to mention that when I do the drop off online I have to take photos, but I could not since I had already dropped the keys in the slot. It was quite irritating and difficult when it would have been so easy if it was explained and the link was easily located.

Jenna B 
Rating:
2.0

Only one associate are working there and waiting time was long

Nini S 
Rating:
1.0

Make the gps location on the do the same as the store’s front where the truck is. Lost an hour of my reservation and ruined my moving day driving all over with my phone like an idiot. Also, make the initial quite accurate… 20 bucks turned into 80 after the worst experience of my life.

Yael S 
Rating:
2.0

Customer did not leave a comment.

Peter K 
Rating:
1.0

The Uhaul was infested with cockroaches (I have pictures/video). I am disputing the charge since I could not use the vehicle and, in the middle of the move, had to return the truck and find an alternate vehicle. I should not have been charged anything for this as the vehicle was completely unusable!

Penny D 
Rating:
1.0

Got over charge by another $70 on top of what I was promised. Charged my credit without authorization for late fees even when the truck was returned on the same day. What kind of scam are you guys running. Pathetic customer service and horrible experience.

Arun C 
Rating:
5.0

Customer did not leave a comment.

Stewart K 
Rating:
1.0

Absolute worst customer service we have ever experienced. The staff member was not trained and had "no idea what she was doing". The Uhaul representative with her own words said these words to me on the phone when she took my drivers licence and payment over the phone. We waited at this location for almost 30 minutes! And we were late to our scheduled pick up appointment because of this. And on top of it she made a mistake and charged us for gas when we filled it up and returned it the where we received it. We even went passed that line and filled more gas than what we needed. To be charged approx $35 extra after all this terrible experience today was extremely frustrating. And then I spent over 1 hour waiting to get in touch to speak to a Uhaul representative to reverse this charge. Lastly, I kindly asked the lady at the store to waive the collision damage as I am covered with my CC and that also did not happen and we were also charged for this fee. It was one thing after another today - horrific experience. Perhaps we should just stick to Home Depot Cargo van rental! I hope to receive a phone call from the Uhaul district manager as requested to discuss this huge inconvenience and unnecessary charges! We will consider sharing have to this review online. Regards, Jarom

Jarom C 
Rating:
2.0

Location is trying to provide too many services (mail, convenience, uhaul & more) and doesn’t do any of them well. There was one employee working who was clearly being stretched thin. They didn’t provide a thorough inspection of the van. It was an unnecessarily slow process. Will not be renting from this location again.

Connor J 
Rating:
2.0

While moving I had one of the furniture dollys stolen by someone walking by. Unfortunate situation that was no ones fault really. However I was then docked $100.00 for reimbursement for the piece of equipment. While I am understanding that these things happen and U-Haul is not liable it was a little upsetting that there was no understanding and that it ended up costing me x3 the amount of the U-Haul rental itself.

Tea M 
Rating:
2.0

The van could be clean. The inside windshield was filthy and made it difficult to see out of when the sun shone on it. The van was covered in dried bird poop. The alley where the van was parked smelled like a rendering plant. The stench of rotting animal was overwhelming. Customer service was good though and the van was easy to return.

ROBERT S 
Rating:
1.0

Horrible experience, extremely disorganized place & when I finally got my truck an hour late it wouldn’t start.

Natalie G 
Rating:
4.0

Customer did not leave a comment.

jean p 
Rating:
4.0

Inside of car was dusty Make check in process/contact info more clear

Anas A 
Rating:
4.0

They were so sweet and helpful. Even though the store was super busy. 100% would recommend

NATASHA T 
Rating:
1.0

When I originally picked up the van that I had rented one of the tires need air. When I went to drop off the vehicle there was not a big enough parking space and I ended up paying for parking and parking it in an adjacent lot so that it would not be towed. This location and or U-Haul then decided that they would add a charge to my original contract for a false claim of “ Cleaning “ when in fact I had left the van in perfect clean condition. When I contacted the location to discuss the matter the gentleman was extremely rude and told me that he could not help me. The offices at U-Haul also said they would look into the matter but it has been more than two weeks and I have not heard a word from them. I would not recommend this location to anyone and I will be taking up the matter with my credit card company as a fraud charge.

Shannon S 
Rating:
1.0

Your GPS to start with

olusola a 
Rating:
1.0

Do not tell them the key is in a locked box outdoors when it is actually behind a post-office counter inside.

Timothy H 
Rating:
5.0

This was my first time picking up using the app and there was no way to start the process from the app. I had to call UHaul and wait 20 minutes on hold until someone walked me through the process. I was late to meet the movers. The app needs to be improved.

Michael L 
Rating:
4.0

Long lineup We forced to use the special pen to sign on the machine. So I believe it is better to your staff can clean it every time after use especially in this pandemic. I rented a cargo van two weeks ago from your another location, the girl told me that I need to register all drivers. But when I rented a cargo van this time, another girl told me I only need to register the primary driver since I purchased CDW. But I purchased CDW last time as well.

mandy m 
Rating:
5.0

need to car wash the van and truck just like in u haul marine drive and they need an early time to pick up the van and truck just like in marine drive because 11:00 am to release the truck is very late to moving out and you need to line up to the store before you get the van

tomas s 
Rating:
4.0

This location was convenient to find and there's a large parking lot in the back in case you need to drive there. Although I had attempted to change my pick-up time around 10am (before opening time) the reminder came through as saying 11am - when the store opens... not sure if this was a U-Haul system glitch? Something to note, if you book your pick-up time at 11am then arrive 10 minutes early... There was a lineup out the door by 11.15am. Otherwise, the check in and check out process went smoothly (both in-person). Also, they had dolly options which was REALLY useful and definitely made my move much quicker.

Graham G 
Rating:
5.0

Customer did not leave a comment.

KAWALJEET B 
Rating:
3.0

Equipment requested was not provided and made the move a lot more challenging and stressful for us . I ordered a dolly and furniture blankets but they were not there. I was under the impression they were guaranteed with the order and very challenged to carry heavy furniture without a dolly. It was very stressful.

Rachel Y 
Rating:
5.0

The girl working the counter was alone so she obviously could not serve every customer at the speed they would like, but for what it was, she was very efficient and helpful in answering questions. She was also super lenient with us as we arrived late both for pickup and dropoff due to moving issues, and she was very patient with us. Honestly just because of her, I’d go back to this location for a UHaul.

Jonathan K 
Rating:
5.0

The truck was very dirty inside and out. It had obviously been somewhere very dusty. One of the tire side walls was pretty scraped. I wasn’t sure how safe it was. But I was far too tired and time constrained to go down tonMarine Dr - a karge location with many vehicles. It also would have been more expensive. The customer service ladies in the shop and on the phone were outstanding! Especially the lady who helped me at the small shop. She is knowledgeable and kind.

Robin M 
Rating:
4.0

Customer did not leave a comment.

Lauren P 
Rating:
5.0

Customer did not leave a comment.

Chris H 
Rating:
3.0

This is really bad experience because it needs to be in app. not a website. Also, nothing clear like giving instructions in pictures or videos as mandatory. plus you withdraw extra fees like I paid almost close to hundred for just 21 KM. As said in the receipt. Anyway, this is my first and last time and will warn all my fiends about it. By the way I move a queen mattress which is far from the location to pick up 8.6KM and same when go back!!! and all for just $96.12!!!!!!!!!!!!!!!!

Abdelrahman E 
Rating:
3.0

I had a poor experience at the beginning and very good experience at the end. Because this is also a Canada Post outlet and had only one employee working when I went to pick up the vehicle, I was met with a line out the door of the store when I arrived a little before 11:30. As some of the clients ahead of me took considerable time, I did not actually get the vehicle until a little after 12:00. 1/2 hour of a 4 hour rental used in just getting the van. Then other forces came into play during the day and I clearly was going to be late. The location was very accommodating even though I arrived back after they had closed at 5:30. I knew that there would be late fees and hold nothing against them for that. So a very mixed review. Probably would have been worse if I had not been late.

David W 
Rating:
3.0

Small and difficult parking space. Otherwise was okay.

Chris M 
Rating:
1.0

Vehicle at original location was late, and attendants lied about when it was to be returned, confirming that we should come at a set time but only later admitting they had not even talked to previous customer who still had it. Went to second location (Fraser) for even later pickup. Dolly was filthy and van had bits and pieces from prior user in back - obviously not cleaned. We brought the van back early -- under three hours and are now being charged extra $22 for "after hours return" without explanation. I have asked why and am just told that "rental history is correct." Terrible service and shady billing.

Mark F 
Rating:
5.0

Keep it the same

Gerry R 
Rating:
5.0

When returning our van it was difficult to determine how much gas to fill to bring it to where we found the truck. The guessimate system is not good as we filled way more than the tank read when we got the vehicle. That is one shortcoming in the system as we paid more than we needed to. I think this could be reworked. We have to pre pay for the fuel so we can't see the fuel tank reading til after the fact. For what it's worth.

Thomas F 
Rating:
5.0

Customer did not leave a comment.

DANILO A 
Rating:
5.0

Everything went well. Thanks!

ryan s 
Rating:
5.0

Customer did not leave a comment.

Vincent O 
Rating:
3.0

A lock would help. I provided my own padlock to lock the truck's back door overnight because the firm's stuff had been stolen. The truck's dimensions could be better described. Uhaul advertises the inner dimensions of the 10 foot cube truck as Length x Width x Height of 9'11" (119 inches) x 6'4" (76 inches) x 6'2" (74 inches) but if you subtract the space taken by the wooden side rails and overhead door, you're only left with 117 x 75 x 69". Plus, on the floor there are two wheel humps over which the height is only 64", and there's also an 8" x 8" metal enclosure over the gas line pipe that breaks up the floor space. The 2014 truck was an American model so the speedometer was in miles per hour with faint kilometre per hour marks that were virtually unreadable in the day time. So, to stay within the B.C. speed limits it's best to memorize which mph to watch: For 50, 80, 90, and 100 kph you can watch the large 30, 50, 55 and 60 mph markings on the speedometer. Uhaul should improve its awkward gas tank policy. The staff were not allowed to go fill up the truck, nor let me fill it up and get reimbursed. Most car rental firms provide a car with a full tank, and you fill it up again just before returning it. Instead, U-haul provided a truck with 1/8 tank of gas, and, if the truck was returned with a 1/4 tank full would grant a $23 credit for the extra gas. But no credit for more than 1/8 and less than 1/4, and no extra credit than the $23 if returned with more than 1/4 tank. So if you get a truck with 1/8 tank don't fill it up whatever you do!!! Since the tank is 124 litres, filling it would cost you over $100 extra at current gas prices of $1.09/litre (that's over $100 on top of the cost of filling it to the 1/4 mark, which you would be donating to U-haul). This made it tricky making sure that I didn't let it get too low and run out of gas, and yet didn't put in too much gas or have to make multiple gas station stops using up extra kilometres at $0.69/km. The staff were nice and friendly, but at the time of rental were unfamiliar with the Uhaul gasoline policy, as was I. U-haul could improve its online computer system. I did the "Express Check-In" ahead of time online, but at the rental location with the customer lineup, the incredibly slow U-haul online computer system, the parking lot full, and the truck inspections, it still took me a full half hour both picking up the truck, and again delivering it back to them. The U-haul website could improve its pricing explanation too. I first checked out a one-way move. I didn't use that because it was horrendously expensive, but it said "all rates" include 89 free kilometres. Note "all rates". I then switched to returning the truck to the rental location, under the false impression that the rental there would also include 89 free kilometres and then be $0.69 for km over and above the 89. Not so. Instead of saying "all rates", the page for one-way rental where you return the truck to a dif

Maxwell A 
Rating:
5.0

Customer did not leave a comment.

MEREDITH G 
Rating:
3.0

The owner of the location was friendly. But my experience with uhaul was really bad. There are a lack of information when you should bring the car back. The site suggests you that you just need to have an estimation, not a strict time to deliver the car. So you are in a stressing day during a moving, things went wrong and you became late. You may know that is an estimated time of deliver, but no you are charged absurdly hard (50 bucks plus twice your initial due amount). That’s a really bad marketing approach. I just hated my experience and will never use this service again, nor recommend to anyone.

Yoran L 
Rating:
5.0

Customer did not leave a comment.

OMOBOLANLE A 
Rating:
1.0

I refilled the tank to 3/4 and when I returned the truck they claimed there was more and charged me the difference. They also charged me $15 for insurance when I explicitly opted out when making a reservation.

Curtis S 
Rating:
1.0

The cargo van was not able to move as there was still ice stuck to the windows. The lady at the front did not care about the condition of the van and just gave us the keys. I was forced to buy a tool from the dollar store next door and had to scrape the car for over 30 min. Absolutely terrible service and would not recommend this location to anyone.

Salvador V 
Rating:
3.0

The service was good, friendly and personable. Unclear as to why I was charged $150.00 cleaning fee for a van that was clean when it was returned, no garbage or papers left in the van, nothing in the back (it was used to transport a sofa).

Nichola B 
Rating:
5.0

Update your website so 24/7 pickup isn’t listed for this location. Rather annoying to get a call at 4pm, the day before I was due to do a self-serve pickup at 7:30am, and told to get to the shop before 6pm or I wouldn’t be able to rent the truck. Contact your customers earlier with changes like that, especially considering I had booked that location days beforehand with the intention of using the truck early for an early move in. Getting it at 10am and expecting to have it back by 11:30 would never have worked. Luckily the man who works at this location was friendly and helpful and I was able to get the keys before 6pm the day prior to my actual 7:30am booking. I had to bus via two buses to this location to make it there on time, there was no alternative.

Rory E 
Rating:
5.0

Customer did not leave a comment.

Ali B 
No reviews have been submitted for this location.

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