Customer Reviews for GVA Brands Corp
(U-Haul Neighborhood Dealer)

Rating:

2.0

Seems like a ghost drop location. We phoned the number listed to let them know we were in Richmond-no answer, so left a message. Got there at the pre scheduled time to find the gate locked with a few folks looking around confused. We joined them. Phoned again to no answer and left a message. And, again. And, again. Saw the gate lock was broken so found a way to ring the bell. No answer.. Finally decided to drop the key and head out. Called one last time to explain, leave my number and ask for a call back. Never heard back. Phoned the UHaul number and was told to wait for billing. Received the bill to find they added TWO EXTRA DAYS to the bill since it took the that long to finally process the return. I am now waiting for a refund. The Bainbridge folks spoiled be, but the GVA treatment seemed well below par.

Rating:

1.0

TLDR: I would rate this drop-off location as a 0/5 if I could. Never use this drop-off site. My experience was horrible beyond belief. Please read the below for your safety. First, when entering the address into Google Maps, the map marker directs you to the back gate of the area (which we were not aware of), and there is no signage indicating where to actually go to return your U-Haul. There are U-Hauls inside the fenced complex, and there are U-Hauls outside he fenced complex, and that is where all of our problems began. Here is my horrible, unsafe, awful experience that lasted from 11:00PM-2:00AM in the middle of an industrial island: My brother-in-law was ~5 minutes ahead of me in his car as I took a detour to gas up the U-Haul vehicle. Once he arrived at the map marker for 11400 Twigg Pl, Unit 135, he found a gate with no signage, but saw many U-Hauls inside a complex. Seeing this, he drove into the complex (through an open gate right at the map marker) and waited for me with his car lights on and continued to keep the car running. When I arrived, about 5 minutes after him, I saw him, but I couldn't find the entrance he had gone through, so I gave him a call. He exclaimed to me that I had already passed the gate he went through and was confused why I couldn't find it, so he went back to the "opened" gate so that I could meet him there. At this point, we both realized that the gate had been closed and padlocked behind him and that there was no way for him to get out of the complex. Both he and our car were locked inside the complex. Still, having not found the actual U-Haul return site (due to terrible signage), we decided that figuring out how to get the car out and him out was the priority, as we had a ferry to catch the next morning. We looked around the complex to see if there was any security signage (Palidan, Securiguard, etc.) or if anyone was still inside the complex to help us, but the complex is secured by an electronic security system rather than a security company. This meant that there was no contact number we could call to help us with the opening of the gates. At this point, we saw multiple entrances with Ring cameras, so we decided to buzz their ringers and see if that could help us out, but of course, there were no answers. Continuing our search for help, I called the gate company, and one of the companies in the complex to see if they would answer to free us from the jail we were now in, but we only got their voicemails where I left messages saying "We are locked in your gated complex, please reach out to me at XXX-XXX-XXXX ASAP as we need help". Realizing that this would not work, I began to call U-Haul's assistance number, where I spoke with one staff member for ~15 minutes. As soon as I thought I was making progress, the staff member hung up the phone on me... I waited ~5 minutes to see if they would call back, and they didn't. I then called again and spoke with another staff member, who was respectful and pleasant to talk with. However, although the staff member was enjoyable to communicate with, they offered no salvation to us. They first tried to contact the gate company, but there was no answer. Then they tried to contact the U-Haul branch manager, but there was no answer. Their advice to me after this was to call the Fire Department to get the locks cut (seriously!?)... Following their instructions, we called the non-emergency number for Richmond's Fire Department and spoke with their dispatch. About 30 minutes later, a massive fire engine arrived, and we discussed the situation at hand. They replied, "Are you actually serious that U-Haul told you to call us? That is crazy." They were not happy. The firefighter then called U-Haul again and was on the phone for about an hour, and when he reached the same conclusion, we compared U-Haul numbers to see if we covered all of our bases. The firefighters then informed us that they had called the RCMP, as they needed permission to cut the gate's padlock. We waited another 30 minutes before the RCMP arrived. We discussed with the RCMP and the Fire Department what is happening/what has happened so far, and the RCMP immediately said, "Cut the lock". At this point, the RCMP created a police report, and the Fire Department also created their report, taking down our details. The above escapade all occurred between the hours of 11:00PM-2:00AM. I am incredibly thankful that, not only did I tell my sister and 4-month-old nephew to stay at home because this was supposed to be a "short and easy drop-off", but also thankful that my type 1 diabetic brother-in-law travels with his insulin. I am grateful that I didn't go by myself and that my brother-in-law and I are both relatively big males and are not people who feel unsafe/scared, or vulnerable in many situations, as this was an, objectively, terrifying time to be locked in a complex in the middle of the night. To conclude this horrific experience, we came out with multiple hours of lost time (in the middle of the night on an industrial island), a police report, a fire department report, and many worried members of our family. Please don't ever use this rental drop-off location, as it was extremely unsafe, unacceptable, and I can't fathom anyone else going through this experience. P.S. I was informed by the U-Haul assistance line staff member that the branch manager would call me within 72 hours of this incident, but I haven't received a call yet. Can this situation get any more unprofessional? I'd even say it's disgusting. I will give the branch manager another day before I begin calling and seeking them out myself. I expect full reimbursement of my U-Haul and some extra credit. What a terrible, terrible experience.

Rating:

2.0

Entrance isn’t labeled as U-HAUL. Have to ring a bell. Then you enter into a warehouse with cocking and drop shipping operations everywhere. Area is very industrial and a bit hard to navigate/find

Rating:

1.0

Guy who works there he was very rude and he was very disrespectful and I will never go that location and i will everyone that don’t go there

Rating:

2.0

Clean up the location

Rating:

1.0

I wouldn't recommend u-haul if it were the last truck rental place on the planet, I'd rather walk with my furniture next time.

Rating:

4.0

Communication is the key.

Rating:

3.0

Gas was 1/4, engine light was on, and directions to get the truck took much longer due to the app being really slow. Wish this was explained to me prior to booking this looking and much rather deal with a human face to face

Rating:

1.0

Pretty terrible U-Haul experience overall. The pickup and drop-off locations were both changed from what I selected to incredibly inconvenient locations, the truck was over two hours late for pickup - AND - at the last minute I was given a massive 20 foot truck instead of 10 foot one. When I booked the truck on the U-Haul website, it said that there were 10 foot trucks available for my selected date so I don't see why it got changed for me. I had absolutely no need for a 20 foot long truck, driving it around and parking it was a pain in the fucking ass and it used more fuel than the 10 foot one would have. Turned my moving weekend into even more of a headache than it already was.

Rating:

3.0

This has nothing to do with the location. I RESERVED a truck about a month before I needed it, and two days before I was informed that my reservation had changed. Both pick up location and time were changed, which seriously impacted my move because I had booked a elevator lock off time with my apartment building. Our drive also was 5 hours so being delayed by uhaul's change to my booking meant that our whole day plan was thrown off. Even when I tried to call uhaul to change this, I tired to call, but the service agents said I need the Richmond office, but when I was forwarded there, another office would pick up. I tried 5 times to get through, with no luck. Finally, even though this reservation had been booked, and I'm assuming this is because the rental was moved to a new location, this location didn't have most of the equipment I requested (blankets and appliance dolly) Again, the location was perfectly fine, and the people there were helpful and apologetic. This is not about the location. This is about uhaul, which made changes at close to the last minute that impacted me, the people working at the location, and therefore my move and experience. If a friend was already going to rent a uhaul, sure I'd recommend this location, but I will never recommend uhaul to anyone.

Rating:

5.0

Pick up truck at customers home.

Rating:

5.0

Very smooth transaction

Rating:

1.0

I was booked with your agent week ago and he never asked my email address. He told me I will receive text message after al reservations done.But I did not receive any confirmation. I CALLED back two days to confirm and they told me I did not have any reservations. That is not right I went to not time concerning about moving my house.

Rating:

3.0

Initially, the office was locked during the office hours. I had to wait and asked someone at the loading dock. We were told that the person was on the phone and he show up later to take the key.

Rating:

3.0

The truck was filthy !! Front windshield was disgusting and there was remnants of food all through the cab. The transmission slips out of reverse into neutral. Making the equipment unsafe. Very dissatisfied with my experience

Rating:

3.0

The dolly wasn't supplied. There's no need to verify the user's driver's licence just before pickup. It could be completed 3-4 hours in advance, even 1-2 days in advance. This makes you wait 30 minutes, and rescan your barcode 10 times. Not convenient.

Rating:

1.0

This was a really poor experience and the only reason I use uhaul as there are no choices. Be prepared to be thoroughly disappointed and have your time well wasted!! The truck was booked to be picked up in North Vancouver but the ONLY option that was even close to what was ordered (vehicle and timing) was on Mitchell Island!! Unbelievable. Then the pick up process using the APP which didn't work took almost 1 hour!! VERY frustrating and a massive waste of my time. Needed help of online support and even then due to such spotty mobile phone reception on Mitchell Island images wouldn't load etc etc etc. I would NEVER recommend this service but unfortunately you have almost no choice.

Rating:

5.0

Great service!!

Rating:

5.0

This is my go to place for rentals

Rating:

3.0

The area is not easily accessible, was on an industrial island.

Rating:

1.0

Bad location, poor customer service. We feel like the gas gauge is defective, we gased up the truck when returning but still we were charged $30 more bec he said the gauge did not move? we used the truck for just about 13kms and $20 gas is even more than enough! very bad experience, we will never come back!

Rating:

3.0

Did not have the requested items (moving blankets) and only informed me when I was at the location, instead of beforehand.

Rating:

5.0

Very friendly and professional stuff

Rating:

5.0

The process taking out the vehicle was easy than the process of returning it. Overall was a good experience. Location is close to Vancouver and easy to drive to.

Rating:

3.0

I did not have any issues with the locations - pickup and drop off respectively, however, there was serious maintenance issues with truck big time, as I drove from Vancouver BC to Calgary AB in DEC so I was expecting the truck to be well maintained, They had all season tires which I understand but the issue was, the rear tires were done no tread left in them , wipers were expired and not cleaning properly , windshield washer fluid had water in it no proper fluid for winter , Bad head lights and really dim , High Beam were about dead, so, over all it was really awful and scary experience.

Rating:

1.0

Ensure that there is a vehicle at the depot that was booked

Rating:

1.0

Worst location and management

Rating:

3.0

I reserved an appliance dolly with the truck. When I got there, there was no appliance dolly available. I had to go to another store to pick one up.

Rating:

5.0

Great service. Quick and professional

Rating:

5.0

Extremely friendly and professional staff.

Rating:

5.0

The location's Manager went well above and beyond to fix my rental charges which was incorrect. I felt him and the staff were quite welcoming and did their best to provide the best service as they can. The equipment however was old and the brakes were weak. Although it was clean, I recommend to check brakes for such large equipment as during moving day, it is not convenient to experience such issues.

Rating:

5.0

Great customer service

Rating:

4.0

I had booked to pickup near home, but it was assigned too far. Some equipment that I had requested were missing. I called to customer service and they offered refund (which is not enough because I had to find it from other sources while my helpers at site and their counter is working), but it showed up again in invoice.