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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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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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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Tony h. on

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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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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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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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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...

Duckki H. on

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This place is the worst ever I experienced. They don't prepare the truck and you have to pick it up somewhere else. They show you a map to get there. You can walk or drive. The contract indicated the fuel is filled up but it's not. I took a photo when started driving for just in case. When I returned the truck, they tried 11 dollars extra fuel charge on me because I wasn't fill up. I show them the photo that I took before and they refused to charge it. They also tried to make me park the truck back. I highly recommend not to come this place!

andrew m. on

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Having dedicated parking spots for the uhaul vehicles would be a great asset. Having to look for free street parking near Rona is not ideal at all.

Andrew L. on

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They did not communicate to me that I had to return the vehicle to their store, then drive it to a parking spot a block and a half away, walk back and return the key to them. Seems ridiculous in this day and age that they require you to do their job for them. Said it was "their policy" but this was never once explained to me. Made me late for my next meeting as I did not budget for this. Offered no consideration or apology. Will not use them again.

Fernando M. on

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Customer did not leave a comment.

Tara P. on

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I was in this store for well over an hour trying to sort out my rental. It was prepaid and the person behind the counter was trying to get me to put a $100 credit on my credit card. She called her manager, I spoke to 4 people at Uhaul before finally she agreed to just take my card number and not put a deposit on my already insured and paid for truck. She finally gave me the keys and told me the truck was a block and a half away. She did not do a walk around of the truck, just handed me the paperwork and sent me on my way to assume the truck was clean, safe and gassed up as indicated. I again spent close to an hour speaking to customer service agent after agent until I FINALLY got someone who would issue a $50 credit on the account for my troubles.

AMIR ALI D. on

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EASY , FAST. GOOD LOCATION.

John L. on

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Signage outside the store. Struggled to find the store. Once we found it, Kani provided excellent customer service. Highly professional

Lawrence R. on

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I wanted to pick up the truck in North Van, but had to go to Grandview which meant I got the truck for an hour less than I should have.

Roger B. on

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William M. on

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Representative was not knowledgeable about per mile costs and gave me incorrect information, forcing me to spend extra time hashing it out after waiting on a call to the manager. The blankets I requested were not in store.

James K. on

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Customer did not leave a comment.

Fabrizio B. on

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Renfrew location is very convenient and the guy was very nice and helpful. Great customer service, excellent option for moving.

Christine Y. on

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Borzillo D. on

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I received great customer service from the staff overall. I was a little concerned with their attention to detail however. Upon returning the Van there was no physical check over of the Van. They took my word for the mileage, the amount of gas, and that I had not damaged it. I would love to see them go further with Van returns so that the next person that rents it isn't given a Van that has been damaged and not properly reported.

Elizabeth M. on

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Shmuel N. on

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julian h. on

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simon b. on

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when we pick up the van take 30mins to do paperwork :( other than that everything was excellent !

Klingle-watt R. on

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Only problem was that the side door did not lock. All other doors locked with no problems, but the side door - we couldn't lock. Wasn't a big problem for us, because we were in attendance the whole time with the truck, but could be a problem if someone needed to be away from the truck for a short time and couldn't lock the side door.

Courtney S. on

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I originally tried booking through the Best Foods Grocery outlet, which was very helpful - though they did not have the size I wanted in the timeline I needed (less than three hours notice), they found one available for me at the Grandview franchise. The price was higher than I expected - not just because I ended up traveling more kms than expected or using more gas, but because I was signed up for the insurance, which costs almost as much as the rental itself, when I thought I was being asked if I had my own vehicle insurance (English was not the first language of the clerk). The shop itself is kind of nice in its eclectic selection of Japanese snacks; though they're a bit overpriced they had a few of my favourites.

Kyle B. on

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Adrian E. C. on

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Bad experience, first of all you changed the pick up location, so I had to drive longer than I expected, then the guys that rented me the van call me that I had to return the van right away(1230 afternoon), when I rented until 8pm, I drove there as soon as I can to drop the van and they said that I was right and I can drop the van until 8, I dont know who's fault is buti was disappointed because you rushed my moving. I rented trucks from you before and never had an experience like this.

Philip C. on

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The service was terrible, the van was dirty and had a horrible smell, she charged me for a dolly that I did not use. Every time we placed a piece of furniture into the van and puff of white powder / chalk would comes from the van's flooring. It was poorly cleaned with a disgusting odor. They did not clean / inspect the van between customers, as soon as the previous driver dropped off the vehicle, the lady passed me the same keys. I thought they would need to at least inspect the vehicle before passing it on to the next customer. We booked a dolly but it came with none. The annoying part is that she specifically asked me if I had booked a dolly when I picked up the vehicle, and I said yes. She then gave me the keys to the van. That's it. Didn't saying anything else. I assumed the dolly was in the van and drove all the way home. When we began packing I realized it was not there. We did the move without the dolly thinking we would not be charged since we did not have it. The lady still charged me even though I refused to pay. She said I had to take it up with u-haul and not with her. Absolutely terrible service. She didn't speak good English and it was hard to communicate with her. I'll not be coming back to this location ever again. A terrible u-haul experience.

Samuel K. on

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Golob B. on

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Brilliant service. The best u-haul service I have ever sent. It's a new dealer but nice to us and gave us FREE water for moving. BTW the cashier is so Cute, and dressing HOT!! Trust me go there you won't regret!

Manuel C. on

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Chris G. on

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Seems ill prepared