Customer Reviews for Express News

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.

Testimonials from recent customers of Express News

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lori ann w. on

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As others reviewers have mentioned, this location is a convenient store. The trucks are stored off site. This is a minor inconvenience as they have one parking spot for uhaul trucks in front of the store, but you can't easily leave your own vehicle at the location while renting the truck. The worst thing about my booking is that the worker at the store didnt speak English fluently. I dont know if she intended to be rude or because she didn't know the language, but when I asked her a question about my pick up time she replied with "you ask questions, bye bye bye" then hung up on me. Other things that went wrong: - they did not have a dolly even though I reserved one online - no inspection done when we picked up the truck - gas tank only half full at pick up - truck is obviously old and not maintained well. Tons of dings, and engine sounded rough - Day I was supposed to pick up the truck I called around 5pm to confirm pick up time at 8:30pm and the same lady answered and told me they might have to cancel the reservation because the truck has not been returned by the previous renter and she will let me know at 7pm. I booked a truck with another location as a back up and then called the main uhaul centre to complain. I was then told the truck was reserved by the previous renter until 7pm. So what I dont get is why the first lady didn't just say that instead of telling me they might have to cancel? - we had to return the truck at a different location but before that we had to bring it back to the convenient store parking lot for an inspection - the guy who inspected the truck came back out with a broom and told us the truck was dirty so we have to clean it. When I went back to look, the only dirt i saw were bits of carpet from the previous renter.

janice m. on

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Trucks parked up a side street...I'm looking for a UHaul store like the big one in North Vancouver. Never did I think it would be inside a small convenience store...Truck needs air conditioning & lights checked...

Ledcor T. on

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Gas level was below what was posted. I was also penalized because they had mistaken the rental duration.

Tim T. on

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The trucks are kept a couple of blocks away from the rental office so when I returned the truck, picked up my car and drove back to the office to finish up I was told I had to go bring the trick back to the office then after he checked the odometer and fuel then I had to drive the truck back pick up my car and go back to the office again to return the key and complete the paperwork. What a rigamarole.

Surekha. P. on

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The young lady serving us tried to be as helpful as she could.The van rented did smell and the rear was not cleaned.Van cabin driving etc was good!

Alecia H. on

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The equipment I reserved was not available at the location despite getting a confirmation that it was. There was a long walk from the storefront to the location of the truck and instructions were not clear.

anthony z. on

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Customer did not leave a comment.

Ian C. on

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Customer did not leave a comment.

john k. on

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Nice stuff

Dianne L. on

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Perfect

Melissa T. on

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Horrible customer service. Rude attendant. Will never use Uhaul again because of this experience. They canceled my reservation withought mine or uhauls knowledge.

Manuel U. on

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Excellent renting experience

Fadi E. on

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This facility serves as a convenience store and U-Haul. After waiting in line for people to play scratch and win, I finally got my turn. Right about that time another customer came with a handful of stuff, he seemed to be the attendants friend, she brushed me off "I'll take care of him first". I left the keys at the counter and asked her to finish processing the rental as they would do at any other U-Haul. Two days later I get my invoice with a cleaning surcharge. Rude and vindictive will not keep them in business much longer.

Crystal J. on

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Customer did not leave a comment.

AMADA H. on

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If a reservation is made three weeks prior to the date, the equipment should be available. We requested the equipment to be ready at 8am and called to confirm. The evening before they advised that instead of 8am pick up, the rental will only be available at 7:30pm and at a different location which in turn added to the overall expense because of the km. The location was chosen with care as it would have decreased the overall cost to rent the equipment.

Tate G. on

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The truck was kept a 5 minute walk away from the shop itself. The shopkeeper tried to get me to sign off on the fuel level, cleanliness, and condition of the truck before I'd even seen it. I insisted on seeing it first, but they refused to give me the keys to look inside. It seemed sketchy. I walked over to see the outside and back before signing off, which wasted time.

Denis B. on

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Customer did not leave a comment.

Kanchy N. on

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Didn't have truck/location available where I reserved but this location overall did the job. Truck was a little older and not clean but maybe the first rental truck (which was very clean) set unrealistic expectations. The staff at the store were competent and overall good as well.

David E. on

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I have rented from uhaul several times in the past few months, but never from this dealer -- always from a proper depot. This was a terrible experience. I needed to sign the agreement without swing the truck. The truck was 8 blocks away. I rented blankets but paid on their own store machine not UHaul's machine. They tried to charge me double the rate. The truck was unlocked, filthy and filled with cigarette butts. They did not do a damage inspection with me -- didn't even come to the truck with me. Barely any gas in the tank -- certainly not the 1/4 tank promised. Absolutely horrible experience. May never use UHaul again

dave h. on

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Customer did not leave a comment.

Krista M. on

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Easy to find location. Everything is good.

Kristan M. on

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Friendly service and convenient location. Thanks for the water.

Marc L. on

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Excellent

Ken O. on

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Good service. The Uhaul customer service made some mistake however this location is very helpful to solve it. Deserve an recommendation.

Ian C. on

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Nice vehicle and good place

MARIE J. on

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Perfect location and lots of parking lots. Good service

Nahe K. on

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Customer did not leave a comment.

Scott L. on

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I believed a dolly was included in my rental, apparently it wasn't. For a $750 dollar invoice, I was annoyed that I had to pay an extra $7 for a dolly. The girl behind the counter explained it was a Uhaul policy, not theirs.

Karen L. on

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It appears the system automatically changed my reservation time without notifying me. This caused an issue with the dropoff time and the next reservation. This is a systematic error that needs to be addressed (another gentleman that arrived for his pick-up experienced the same problem). However, the cashier of the convenience store had an attitude problem and was not accommodating or sympathetic at all. They did not even attempt to figure out a solution, when the fault was with UHAUL.

Lana L. on

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I was there on two different days for p/u and drop off, and received service from a different young woman on each occasion. Neither woman was trained very well. They took a very long time to conduct the transaction, with many calls to their absent manager. The staff did their best in a terrible situation. There were people lined up repeatedly, and they eventually left, as the transaction took way too long, and the staff had not been trained at all. I felt sorry for the staff, and angry at the manager who put them, and me, in this crappy situation. I won't rent from them again.

Nathan D. on

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Customer did not leave a comment.

Dawson V. on

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Customer did not leave a comment.

James G. on

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With all the bad reviews I've read about UHAUL locations, I was very pleasantly surprised by this location. Prompt knowledgeable service and no hassles. If you need a truck, use this location.

Edward L. on

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The owner is very well manner and helpful . We like to rent from this location again. Thank you kindly for your excellent customer service ! :)

Ian G. on

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First of all we could not find the location and there is NO parking available in the lot. No exterior signing to indicate the store front. We were directed to walk 2 blocks to find the truck, it was not where it was supposed to be, and when I called, they said "Maybe its on another street, walk over there and look". I said I had a move to do, I was not going to walk around for ages looking for a truck. Finally located it. The windshield had not been cleaned in a long time. We were also advised that there was no need to fill the truck up to the original level as it was a one way rental. All we had to do was bring it back with enough that it could be driven to gas station to be filled. Both my fiancé and I asked for confirmation that this was correct As it turned out this was not true. Based on the info I was given I ensured that I returned the truck with quarter of a tank. I was surprised to find that we had been charged an excessive amount for refuelling to the original half-full. I talked with the lady at the drop off location and she advised me to call the 1-800 number. A lady there said I would need to talk to head office. I sat on hold for ages listening to a recording saying to fill out a review on line. Here it is!

adrian p. on

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Staff didn't know what they were doing. The staff member who we were supposed to meet at 2:30 for pick up got delayed by a train crossing near to the store for 20 mins (which isn't his fault but the train didn't start til 2:35 if he had been at the store for the scheduled meet time it wouldn't have been a problem. The staff didn't explain the delay clearly nor that we were supposed to return the car to a location a couple of blocks away: I heard something about Rona but it it wasn't clear.

Stickney J. on

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I have always had great experience with uhaul except for this location. They did not maintain and clean the vehicle. There was shattered glass in the cab and it smelled of urine. Therr was only one staff member on hand. I booked our check in time for 9am. We had waited 30 minutes until being helped causing our pick up time to be later. I had done the express check in a couple days before but this uhaul dealer still asked for all my information. Our check in time ended up being at 10am.

santokh b. on

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Perfect service. Very kindly and helpful.

Milankumar P. on

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Customer did not leave a comment.

Sujin J. on

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Store location wasn't that bad but it was hard to communicate with the clerk and she said she will put the memo that I didn't receive the dolly but i didn't get any feedback after... I didn't get dolly which I already paid.

Rob J. on

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Location changed to this location the day before our move despite confirmation of a closer location. Trucks are parked all over the neighbourhood - I was given keys with a truck number and sent to find it on the wrong street. Took over 30 min walking to find our truck a few streets over. Did not get the moving blankets we had reserved. Bad experience all around.

Gary M. on

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The customer service and online order system should be improved. When I ordered the truck, I have told them couple times to have a small truck but they can't get that for me, However, They found one in the pickup location for me but It took me almost two hours by public transport to pick that up. Thank you! Gary

Thecla S. on

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Customer did not leave a comment.

Jordan F. on

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No real issues with the location its self. The online system fucked me and several people over that day. Invest In online infrastructure and development or do not have it at all.

Yannick L. on

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Customer did not leave a comment.

Anny L. on

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Excellent service

Devyn P. on

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Customer did not leave a comment.

Kit S. on

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Customer did not leave a comment.

Owen D. on

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Professional service

Teddy R. on

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Customer did not leave a comment.

Cindy M. on

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Customer did not leave a comment.

JACK C. on

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Customer did not leave a comment.

JACK C. on

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Customer did not leave a comment.

JACK C. on

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I came here every time to rent a van.

Jordon D. on

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Customer did not leave a comment.

Justine U. on

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Customer did not leave a comment.

kimberly k. on

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Customer did not leave a comment.

Catherine T. on

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Check that the gas is at the exact level that they say it is when you pick it up- I ended up paying $26 for 16 miles- even though I topped the gas up before I returned it.

Thecla S. on

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Customer did not leave a comment.

Kenny Tuan L. on

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Very convenient location and friendly people, thank you

Steven T. on

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Difficult to find. Agent not skilled on uhaul technical issues. Had to walk 10 mins to pick up truck.

Theresa D. on

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Customer did not leave a comment.

Sandra D. on

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Very profession and friendly customer service!

Joanna K. on

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Customer did not leave a comment.

nelson s. on

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the location was a beat up convenience store. not what i expected. no parking for my vehicle. very little parking for the uhaul van when i dropped it off. i will not rent again and pick up from this location.

jeff c. on

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Customer did not leave a comment.

Candice H. on

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The kid working there was more interested in hanging out with his friends than helping me. He had no clue that the van he gave me keys for was sitting in the parking lot, not 3 blocks away where he told me to go get it

Shaun G. on

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Previous customer had locked the keys in the truck and the location did not have spare keys. I had to call a tow truck to come unlock it. As i was told that the Uhaul person coming to unlock it would be 2-4 hours, which would have made me miss my move in window. I arrived at 9:40 for my 10am pick up and I did not leave with the truck until 11:30. When i returned the truck i parked it in the same spot I got it from. The staff at this location required me to park it several blocks away and walk back as they were not aloud to park the trucks in the parking lot overnight. I have now moved using Uhaul 6 times. It has always been an easy straight forward experience. I was very unimpressed with this experience.

Mark N. on

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Customer did not leave a comment.

Jensen F. on

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Customer did not leave a comment.

James S. on

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It would be nice if you actually went with the customer to the truck to point out damage, fuel levels, and basic features of the truck. We made it, thank you!

ZSOLT K. on

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Excellent people, very friendly, polite and professional. Thank you!

Kathryn S. on

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Customer did not leave a comment.

Lucy G. on

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The Saturday afternoon staff was a young (teen) boy whose English wasn't great. He was overwhelmed with how many people he had to help and couldn't work the system properly. He mumbled a lot and didn't always seem to understand what multiple were saying. There were 4 customers waiting for vans and having other various issues, on top of his regular convenience store customers. 3 of us had bad service and long wait times (45-120 minutes). He tried to charge me over $400 dollars for the van (used for just a few hours) then $114, until finally he texted a photo of the contract to his boss who I spoke to over the phone and confirmed the accurate price of $69. This took an hour for us and was chaos. We won't be using that location again (although the girl there in the morning was nice and competent) as we have used other locations with much better customer service.

Aaron C. on

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First of all, when I arrived at my assigned drop-off location (Best Food at 1002 E 12th) I was told they weren't accepting trucks anymore so I had to go to Express News instead. When I got there, the only person there was a young guy who was obviously overwhelmed with all the people coming in to return/pick up uhauls, not to mention all the lotto junkies, etc. It took about 40 minutes to return the truck, and some other people there were waiting much longer for service.

simon y. on

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Customer did not leave a comment.

Tony h. on

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Customer did not leave a comment.

Aaron C. on

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Gareth W. on

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I was not given directions on how to return the vehicle. I was trying to return it last night, thinking there was a drop off box for the keys. Nothing. They said to return the vehicle by 8AM but they weren't open til 8:30AM. I was late to work this morning because of that. The attendant this morning also said that we should have dropped it off in front of the store. Again, because there were no instructions, I dropped it off where I picked up the van. One last thing - after I swiped my credit card yesterday and signed the agreement, the young attendant asked me if I paid for insurance. He just rung me up and it is stated in the invoice that I got charged for insurance. He should have looked at that first before asking me 3x if I paid for insurance. Not very happy with this location, despite how close it is to my house.

joveynne c. on

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Customer did not leave a comment.

Clint R. on

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ajith p. on

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Very bad service. I have got this truck orecently and the person who work there ask me to fill the gas for $3 and then after that again he wants to fill gas another $3. Only my total usage 7 kilometers. I was very disappointed. They have charged me another $10 . Very bad service . I will never use again or never recommend to my friends.

ARSEMA H. on

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The person ( a young lady) has no idea what she was doing. Put someone with experience.

Darice H. on

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Customer did not leave a comment.

Ed b. on

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Very helpful and friendly service.

Stephen R. on

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The whole setup of the truck being parked around the corner was very inconvenient. We asked for a furniture Dolly in our reservation And were told it would be in the truck at the pickup office. With the truck so far away there was no way to check. There wast one in the truck but By the time we got to the truck we didn't want too go all the way back. Then on return we got stuck waiting for a train. Not in there control but kinda crazy there is a train track between office and truck location

GERHARDUS B. on

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Not make me go park your truck 1.5 blocks from the dropoff location after an entire day moving house. Especially not as i checked the vehicle back, THEN had to go repark it...Not giving me a truck with a deflated front left tire.

keith p. on

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Customer did not leave a comment.

Albert A. on

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Jeffrey H. on

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The setup is slightly weird, in that the u-haul vehicles are parked a block or 2 away from the store. Aside from that, the entire process was fine, and the truck was in good shape.

Ryan V. on

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Perfect location next to sky train station. Parking was a bit of an issue for long van - back was rather close to a driveway which I hope is not a problem.

Alanah M. on

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The experience was above average, in regards to the people who helped check us in and get us the car. However the car was not tidied as there was garbage in the car from the previous user, which made me a bit uncomfortable. The cargo van also smelled a lot like a barn. Like pot-belly-pig-sheep-and-hay-and-poop kind of barn. I had to ride with the windows down for about 10 minutes before the smell was bearable.

Lia M. on

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The person who handed me the keys was too busy and didn't check the vehicle with me. Just gave me keys and I was on my way. When I returned the truck, the person insisted on checking the vehicle even though nothing was done initially, nor signed. After everything was paid for the person requested that I take the keys and go park the truck on a random parking lot...I believe that once you pay for the service and gives the key back they should be taking care of parking the vehicle wherever they want. The whole process took 30 minutes and was extremely painful.

Alex B. on

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Whole experience was great, the guy even gave me a free drink!! :)

MILLION M. on

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Not applicable

Benjamin K. on

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Website says opening at 8.30am, sign at the store is saying it's opening at 8.30am. The owner didn't show until 9.30am and tried to make up for it by offering 90cent water bottles "on the house".

Scott k. on

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There was confusion on both the days and times I was renting the vehicle, despite calling twice to confirm. Upon picking up the vehicle, my father was charged 3x the agreed upon rate (a one-way charge compared to in town charge on a 10 ft truck). When dropping off the vehicle, I had to wait 45 minutes to even talk to the representative because they were dealing with VISA machine issues (many costumers just left), then had to wait longer because the assistant kept forgetting to check the right information on the vehicle we had returned, even though I had personally written down mileage/gas to save time because I was tired of waiting. I then had to pay for mileage despite being charged a one way trip, and was told they could not help me, just had to file a complaint. I was called promptly by U-Haul today, which I appreciated, and they told me I had actually received a better deal, but it is still not clear to me why as they did not spend time explaining the situation. Better systems management, vetting of franchisees, and costumer communication is needed. I am deeply unsatisfied with my service, it should not take an hour to drop off a vehicle.

Tom K. on

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I was not pleased to be charged $50.00 late fee for getting back late when saying you will be 3 hours is the same as saying you will drive 30 miles. It is an approximation. I am paying for a full day rental so the return time should be flexible. I will avoid U-Haul as much as possible in the future.

Aaron D. on

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Picking up a uhaul at a cramped convenience store is less than optimal (and wasn't the location I requested initially). The vehicle is kept on a street a few blocks away. Upon returning you must find parking in the convenience store lot and then return the vehicle to the street and walk back. There was no parking on the street and I was forced to return to the store. Also parallel parking uhauls is an unrealistic expectation for customers not used to driving one. //aaron

Paul h. on

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they over-booked and rushed me to return the van but the next rentor wasn't even waiting despite my being later than they'd asked. no discount for coming back 3 hours early...