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DIANE M
Customer Reviews for Guardian Storage
(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.
Though friendly, there was no mention of anything other than asking for my drivers licence. I had to ask all the questions including that I had insurance coverage. It was only when got to the rental van that I thought I better photograph the marks and a dent on the van. I think assistance employees should be trained to be more “professional”. However this employee was much , much better than the one last time.
ZSHU-ZSHU MEverything was great. The truck was not only clean but also new.
Ramin RService and ability to get the van and get going was great. Gentleman at the counter was kind and courteous and I was in the van driving away quickly. Painless. The only issue is the van was rented previously they were hauling dirt and or manure and the van smelled like a barnyard, There were lots of dirt/maure still in the cargo part. Would have been a better experience if the van was cleaned between rentals.
Ryan CNothing. It’s a bit difficult to park bc of all the weird slopes in the back but that’s not your fault.
Kevin Abetter cleaning service of your u-haul's. i picked up the van as soon as you opened the door a bunch of flies came out and there was tons of animal hair all over the seat's. it wasn’t very pleasant to sit in
Joshua SAll went well, thank you. We just moved to a bigger place that had sufficient storage in-house.
Mathew D | Overall ExperienceVery quick service and a very good minivan. Thank you!
Mugur MRight rear tire was 15psi Told the uhaul rep and was told the knew about and nothing to worry about. Loaded the rim was almost in the road. To avoid an accident pumped the tire up to 70psi to match other tires Dangerous low tire pressure is safety hazard.
TIMOTHY WAccused me of damage on a very beat up van after not doing a walk through on pick up or drop off. luckily I took my own photos
Micah JOil light was on, yet to see payment returned because we only went 26km, vehicle was almost empty for fuel on pickup.
Carrie oGreat customer service! It was very easy to pick up/drop off the van, thank you
Alonso RI was assured the vehicle - a 9-foot cargo van - was under-height (below 7 ft.) as I was taking it on to BC Ferries, which has a height restriction for regular-sized vehicles. That was the size vehicle booking I made for the next day for the ferries. When I telephoned in person to make sure of the vehicle height, the assistant I spoke to assured me it was only around 5' in height, a guess, which I was not sanguine about. The manual describes the vehicle as 6'11 or thereabouts, I believe. But when I picked up the cargo van, there were notices on the vehicle-driver's door and on its dashboard inside, warning of the need for 7' 2" clearance in a garage. We measured the vehicle's height ourselves, and it was 7' - to 7' 1". We had to get to Salt Spring Island for a concert we were playing in, so I cancelled the regular-sized booking, and tried to change it for an over-height booking. I could only get an over-height replacement booking for that very night instead of the next day, and we had to be sure that we would be there the next day.. We had to scramble to get the ferry the night before; one of our members had to pay taxi fees to rush back and pack and leave their hotel early; we had to ask someone on Salt Spring to put us up overnight, since we were now coming a day earlier; I incurred a $25 cancellation fee for the ferry trip I had to cancel; I spent the rest of the afternoon on the phone, instead of preparing for my playing gig, when organizing the new ferry reservations and billets for the group on Salt Spring. All of this trouble was because the assistant did not know exterior height of the vehicle I needed. Both people working in the office were very friendly and helpful when I was actually picking up and dropping off - but please educate them about the size of the vehicles. Your website lists all the interior measurements of vehicles very well, but you need, on your website, - especially for BC, where people use ferries all the time - to write details of the EXTERIOR HEIGHT, and LENGTH and WIDTH of the vehicle, i.e. all the external measurements, as this makes a real difference to how much you have to plan ahead and pay when booking a trip. I would hate for others to go through this same nightmare we had, caused by the sudden change of travel plans because we could not risk being turned away from travel for an absolutely necessary journey important to our careers and work prestige.
Patricia UI couldn't automatically move the right side mirror of my rented vehicle. So I had no choice but to manually adjust it. If I hadn't returned the car and checked the receipt in detail, I would have paid more than $70 unused.
Haesung KI was charged for driving 80 Kms whereas I barely drove it for 15 Kms.
Shubham RNice close location and staff were great
Geoffrey HGuardian storage was great! I would definitely recommend them, and if I need storage again I'll be back
Krista M | Overall ExperienceCharged me for 100km instead of the actual 11km I drove (have before & after pictures of the odometer).
ANTON KOut of my 3 uHaul experience, Guardian Storage is the best hands down. Vehicle is great w/ back doors opens 180 degrees. Instructions are super clear and billing spot on. Plus, it has customer parking!
YONG SFront desk service staff was very polite and helpful. Error on invoice was resolved by email within 12 hours.
mark sKeep your wool / sensitive fabrics locked tight in sealed containers -- some bugs got into mine! Otherwise, everything was perfect. Location, cost, staff. Really appreciated keeping my stuff there!
Kelly T | Overall ExperienceWe were given a VERY old rather dilapidated LARGE truck which was extremely difficult for me to drive while a newer smaller truck remained in the stall right next to ours. We asked for a dolly when booking to find out that there was only 1 and it was out!!! I would not use nor recommend this location again. I don’t know if your other locations are better, but this one surely disappointed. ☹️
Diane KVan was terribly dirty. Food crumbs all over the place and an large amount of pet hair all ofer the seats which I had a bad allergic reaction. Terrible service
Everett MThe UHaul app is REALLY bad. The back of driver license scan didn’t work and froze the app. I rebooted three times with the same behavior. Consequently I missed the window of opportunity to get my work done that day, and waited two hours for the location (SE Marine Drive, Vancouver BC) to open at 9am to cancel the reservation. Very annoying. Next day I rented during business hours with no problems.
Sidney TThe front desk tried to sort things out with customer service to try to check the van out. Customer service didn't help her and hung up on her. She had to call a seco d time to get it sorted out again. Took 30 minutes to finally ne on our way and our moving time got reduced because of that. In addition, I received a call and text message the next day to ask where the keys were after I dropped off the keys at. Why didn't they check with the personnel or check where they stored the keys instead of calling me right away for me to explain all this to them?
Tai LCorrect the address, better signage at the location, overnight drop slot, better parking area for U-Haul trucks
Garth BNothing. Easy. Great service!
Steven MGreat
Simon HGenerally it was clean and well maintained but the back cargo area could have had a sweep. The attendant was very good. The computer system / equipment was having issues (among other issues the screen was sideways) and while I was having trouble getting the U-Haul app (issues on my end) she got things running enough quickly to check me in and get me on my way - even with a sideways screen. Would happily go back to this convenient location to my studio
John WI recently had an exceptional experience at Guardian Self Storage and felt compelled to share my positive feedback. The variety of storage options they offer is impressive, accommodating various needs. I also took advantage of their fantastic sales promotions on storage items, finding quality products at unbeatable prices. What truly set Guardian Self Storage apart was the outstanding customer service. The staff, especially Megh, was incredibly patient, and helpful, and greeted me with a warm demeanor. Megh went above and beyond to assist me in selecting the right storage solution, patiently answering all my questions and providing valuable insights. Seeing a customer-focused workforce is refreshing. U-Haul's on-site services made it a one-stop shop for moving and storage. I suggest Guardian Self Storage for their great goods, fun promos, and great service. Five-star experience overall! ⭐
Uruja SWe arrived on time for to pick up our rental. We were met with rude customer service. We inadvertently caught Guardian employee on their break. Which we were made to feel bad about. The employee arrived shortly after being on the phone, and rushed us to come inside storage office. The employee had us standing there, at the service window, with it closed for 5 mins before asking us to give her a moment. We had booked the rental for 4:15pm and didn't get keys till 5pm. This of course cause us to be late with return time requested and we were charged for the additional time. The Van can parked in a difficult spot to get vehicle out of area, on a bit of a hill. Some friendliness and customer service could've gone a long way. I won't be back to this location should I need another rental.
Evangelina MPick up of Van was not great. Returning of Van 3 hours later was terrible. The girl was arrogant, gave me no information, receipt, no acknowledgment , nothing. I asked that the van be checked for mileage, inspection , gas etc so that my return was good/ fine. She said “ no need”. I said I needed to leave with understanding of charges etc. she said “ none available”. I had to repeat - that I needed some kind of acknowledgment of return and inspection of van. She said “nothing is downloading” & nothing she could do. I had to repeat 10 times that I needed at least a written receipt & that I had to know the charges. So I had to tell her and to go over costs- with her & after I did the math- then she agreed said okay it was “about $40.” Then I asked that she email this to me!!! Then she said “oh it’s maybe working now”. I had wasted about 45 minutes and my friend who was wait in the van finally came to desk to see what the problem was!! It was an awful experience. I checked my Visa charges tonight 2 days later, and discovered I was charged $133.33 !!! WHY?! I used the van for 3 hours and drove only 16 km. Uhaul has wasted my time and now I will have to speak with uhaul tomorrow wasting more time. When I reserved the van 2 days earlier I was told by the agent that it would be around $45. Will uhaul take the initiative and call me asap?
Zshu-Zshu MGreat location and convenient however somehow even though I had completed all pre registration documentation, my reservation was not complete when I arrived. The woman in the office was wonderful. It was UHaul corporate that was lacking in efficiency. As well, the online return also did not work for me. Fortunately again, the woman in the office did an excellent job. The truck was less than clean with only a quarter tank of gas. But it did the job. Thank you.
Patricia MThe location was quite difficult to locate, and when we contacted the store for assistance with this they were short and unhelpful. When checking out the vehicle the staff was rude. The parking spots are at an insane angle downwards, which made me very worrisome for moving of the vehicle. When I asked for help from them so as to not damage the Uhaul I was met with responses such as 'people do it all the time' and 'I can't drive so what do you want to do here'. They were extremely unhelpful, and their customer service was terrible. I would not recommend this location to anyone for any reason.
Kathryn WRude service, vehicle not ready to be driven, would not return
Thomas KMy appointment was 3:30 pm, but when I got there, I was told the entrance door was locked so that I picked up my car until 4:30pm. No reimbursement for it.
Yiming ZThis location is very convenient since we also have a storage locker. We have been dealing with Maria who is pretty new to Guardian Storage. She’s had to learn a lot of how to process orders and navigating the system. As we are working as Contractors, I noticed that some of the rental information is not transferred over appropriately, likely due to system flaws. This particular contract was signed out by Marcela who named the wrong driver, even though I provided a copy of my licence at the counter. The owner of our company previously sets up a credit card and uploads our licence but for some reason when I get there to rent it, I have to provide it again. Storage hours could be earlier too as we generally rent on the weekend and return our supplies on Sunday. We unload all our supplies and just wait for the personnel to arrive at 11am. UHaul is on site but we seem to be charged for 2 days instead of one? Everyone is very nice to us but we would like to see extended hours and more improvement to the UHaul rental procedures. Thank you for having us
KELLY TThe vehicles are often not ready when it is time to pick up and then they take extra time to clean the vehicle having us arrive late.
Christine CTires were flat… gas was nearly empty when I got it (yet somehow I was charged a fuel surcharge)… interior was filthy… not my favorite U-Haul experience
justin pTwo thumbs up
Christian NThe two ladies working at this location are super friendly and helpful. Thank you for making this rental experience easy.
DANIEL PThe Ladies at the desk were very helpful especially after a rapid exit to return home, they made life very easy, will not hesitate to use Guardian storage when next in need
Robert M | Overall Experienceread some negative reviews but the service I got was great. Guy was nice, friendly and professional.
Keenan MExcellent customer service, and solid facilities
Oluwatomisin O | Overall ExperiencePerson running the place was not friendly and the truck was in bad shape. Didn’t come out to do an inspection and was not there when I dropped off the vehicle.
Matthew CExcellent service, SCOTT is a professional employee, very polite!
Liliana GNasty staff cussing at me. Computers didn’t work and took forever to reserve. Disgusting dirty truck broke down
Caitlin TThe guy working at the desk was great!
Alexander CThe only issue I had was I was not able to get a printed receipt when I returned the truck because your billing system was having an issue according to the reception person serving me. So I was not able to review the final charges before leaving. I found that a little frustrating.
Robert HRent a vehicle with a full gas tank. Otherwise it is impossible to guess how much fuel to put back in without being over (overpaying) or under (charged for difference).
Stewart MTricky parking spot for the van otherwise great.
steven RThe staff member I contacted at this facility was rude and argumentative. Insisted they were not affiliated with uhaul and that reservations could not be made through uhaul. I decided to use a different location as I will never deal with this company for anything after how I was spoken to.
Erick S | ReservationIt may have been the worst customer service experience ever. I was in the middle of a move and very busy. I arrived at 9:45 and to pick up the van I rented. I was told by the lady at the desk that I needed to upload my drivers licence. I asked if I could just give to her and she said no which was fine because I understand that you have procedures in place. I followed the instructions provided on the text and I kept getting an error message. I asked the lady for assistance and she indicated she was the administrator and that was not her job. After I was finally able to upload the license I asked her where I could park my car. She indicated that I could park in the the "parking lot" but not in a reserved spot. I asked her where the parking lot was located and she indicated outside. I went out to look for a parking lot and could not find any marked with U-haul signage. I went back inside to ask again if she could show me specifically were the lot was and she pointed to her computer screen. It turned out it was not a "parking lot" but space under the building. After showing me the computer screen she indicated that she did not want to have a bad morning and speak with me anymore and closed her window. She also provided me keys and told me the number on the key chain corresponded with the number on the back of the vehicle which it did not. Needless to say, I will never rent from this location again.
David LThe address is not clear... the address takes you to a place that says "this is not u-haul, go to the back alley". It should be more clear when you make a booking where you are supposed to go. I also find the pricing quote misleading. Ended up costing much more than anticipated due to fees, mileage, gas. We did not drive very far but had to pay more than double the quoted price,
Olivia DThe lady in office had a really bad attitude
Saeid TThe representative I dealt with was kind and helpful at this location. However the van itself that i rented was not clean in the back and the left turn signal was not functioning properly.
Erik SThe parking spot is pretty steep so just be careful when you drive the car out.
Samuel Nthere are not many vans for rent, but it is a very convenient location.
EDWIN KScott provided a great service.
Paula Vuhaul was perfect on the unexpected "snow" moving day.
Ikwal BHours aren't ideal but everything else was. And the price was better than any other storage facility I could find. So thank you! After 5 years of storing books and papers that I never accessed, I decided it was time to clean house and get rid of those things so I didn't need the locker anymore.
JERRY W | Overall ExperienceThe woman who handled the rental had some of the worst customer service I have ever come across, and I work as a manager in the service industry. I assume she must be the owner or manager as otherwise she could not possibly still be in a job. Every single thing that we asked about felt like we were causing a huge problem, she kept sighing and rolling her eyes when we picked up the van, she talked to me like I was an idiot on the phone when we dropped the van off. The fuel gauge on the contract is a complete lie but she was such a nasty person I don’t even have the energy to try and fight it. It wasn’t just a bad customer service experience, it was a horrible experience to know human beings like that actually exist. Unbelievable.
Alfie MThis experience was very good but I still have a bad taste in my mouth about the last experience here with this same worker (from 6+ months ago where I had a horrendous experience). Anyways, I am happy now, seems like this location is taking feedback and heading in the right direction! Well done.
Ryan KI had to give my credit card details to the person behind the desk and she mocked me for asking if my details were safe. I let her know I was reading through the contract to ensure there was nothing I had questions on and she slammed the sliding door in my face. I brought up the fact the parking brake handle was broken and she said it’s normal and wouldn’t tell me how to report it for future users. Very unprofessional experience and I’m still worried about my credit card details being sold on the black market after the experience I received.
david nHonestly a weird and mostly negative experience overall. Would happy to go into details if someone asked but there were/are a lot of issues with this facility
Jesse D | Overall ExperienceThe truck had multiple issues: rear turn signal didn't work, no windshield wiper fluid, and the radio console didn't turn on. Needs maintenance before next rental.
Brandon C- Entrance to location hard to find (in btw streets) and door discrete although front desk staff helped me find it - Rental price decent but mileage expensive. A 2hr rental cost $100 - Van's 4 tires were balding and clearly not maintained; made driving in rain worrisome - Front desk person didn't want to leave the office to inspect the van to confirm charges -- said "I have things to do". After i insisted so I knew what I would be charged, she was visibly preturned. Glad she did leave her perch as I left something in van. - Will not return to this location. For the cost, I want to rent a vehicle that looks like it has been maintained with minimal no bald tires
Michele BThe two agents that I dealt with (pick up and drop off) are the reason for my above average rating overall. They were helpful and patient with my frustration over a couple rental issues. Although the rental issues weren't huge, they still put a bit more stress on the day. For many people renting a vehicle for moving purposes they are probably already a bit on edge with their moving process overall. There is an improvement that I can suggest to U-Haul Corporate to help support the agents and the customer, and that's when the customer makes a change to their reservation, it needs to be more obvious to the customer if there is a change in pickup location. Currently, the customer receives a text message after the customer modifies their reservation, but the text comes across as a 'confirmation' as opposed to 'there's a change you need to pay attention to regarding your pick up location". Also, changes in the pick up location don't seem to show up in web-based reservation information, only in the phone text message. I look forward to using U-Haul again in the future.
Monte SVery helpful this is the only location. That i will deal with. ( very good equipment)
jean bWhen I booked the van I specifically clicked no for collision damage waiver and yet, it was somehow applied to my bill at the end. Shady stuff.
Nick RWasn’t made aware of refuelling policy. The staff member didn’t say anything to me, and didn’t even verify my ID upon pick-up. They just handed me the keys.
Bryce SThe administrative lady that speaks Spanish is so rude to the customers. She shouts at the people and speaks very unprofessionally. Definitely, I won't use the service again, and nor recommend my friends.
Juan MThe staff is extremely rude and does not explain anything. They will try charge as much as they can
David LAddress is in the back alley, no entrance from street side.
Warren WI rented the truck 2 days in a row to move some stuff for our company which is located very close. The fuel gauge was showing full when I borrowed the truck. My total driving distance for these 2 days (1 day 4 hrs, the other day around 5 hrs) was 16 km. At the end of the second day I went to fill up the tank. It took 27 liters of fuel. That's way too much for such a short distance. Which means the gauge is not accurate and the previous renter did not fill the tank. I have photos of the odometer both in the beginning and at the end as well as a photo of the gas receipt (total of $63.87 CAD). I think I need to be compensated. Thanks.
Alexander BDO NOT USE GUARDIAN STORAGE Ive picked up plenty of uHaul trucks over the last many years and Guardian Storage was the worst experience of all. First of all, their office is very difficult to find. It’s located inside a uHaul self storage facility. There is a side door in the back alley with no signage that you’ll need to use to enter the storage facility. I called the number for Guardian and the woman was not helpful at all. With such an awkward office location they should expect customers to call and be nice to them over the phone. It’s almost impossible to find the location. Once I somehow made it to their office, I was met with an extremely rude customer service person. It was the same woman from the phone. She made me feel horrible for not being able to find the office and told me “is this how you enter your mother’s house”. She had 0 communication skills and had a very strange/negative energy around her. It was almost scary. Then, she smashed her office door closed and told me to just wait, inside this suffocating storage facility. I am claustrophobic so I couldn’t stand there too long and walked outside. I saw this person sitting in the truck doing her thing. It took her about 20 minutes before she came out of the truck. During this time there was 0 communication from her side to at least let me know what she was doing or how much more time she might need. Once she stepped outside the truck, I asked her a few basic questions. Like what is the return process as it would be after office hours for their location. She did not answer my question and just rushed back inside the windowless storage facility. She made me feel that I was dumb for asking any questions at all. Now, I got the key, and I am in the truck. It’s parked In the back alley on a 45 degree decline. Being someone who doesn’t frequently drive large vehicles, it was painful to reverse this truck out of this parking spot. Finally, when it was time to return the truck, I had to reach out to uHaul customer support chat from the uHaul app. They guided me with the return process. This was the only reasonable experience because I did not have to interact with the same rude customer service person from Guardian Storage. DO NOT USE GUARDIAN STORAGE
Emad SVery friendly staff. Overall the process was smooth and pleasant.
Andrew KBetter communication. I received an "After hours charge", i emailed to query it and got no reply. I subsequently called U-Haul customer services and they reversed the charge.
Peter JAlways very friendly and responsive
Aaron E | Overall ExperienceMarcela Torrealba was amazing in customer services, support and assist me moving my luggage safely to the storage and out. Definitely recommend this storage.
Kashif T | Overall ExperienceClarification for question #5 above: Would I recommend? It depends on whether they are ok with the following. The facility was fine, but just a few things that might be helpful to know before reserving: 1) the "upper level" lockers are accessible by ladder/moving stairs only. Heavy items would be difficult if not impossible to carry up the ladder to store in the upper units. 2) Availability on the U-Haul reservation site did not match the price or locker type that was available when we arrived. Recommend you contact the facility directly in advance to confirm availability and price. 3) The parking area for load-in is on a steep angle. Moving furniture was made more difficult because the truck bed was on an angle so heavy things were hard to balance and dollies would roll downhill and not stay in place for loading and unloading. Otherwise, the facility itself was clean and safe and a convenient location for me. A variety of large and small dollies and hand-trucks were available for use during move-in and move-out.
Daryl V | Overall ExperienceHonestly incredible customer service. I wish the access hours were a little more lenient as with a job and school sometimes I had to schedule around when I needed to get to the storage a little more than I would like
Tammo F | Overall ExperienceGood, clean storage space at VERY GOOD prices. Believe me, I checked!!!
David A | Overall ExperienceThe load in area for the storage facility is very difficult on such a steep angle. This is a bigger factor for tenants who access their units and move stuff in and out regularly.
Marin M | Overall Experiencethe facility is dingy and not easy to access. also customer service is almost non-existent. if you have an issue with an employee it is likely you will be writing in a complaint that is then 'handled' by the very employee who the complaint is against - very unethical. the contents of our storage unit were covered in sawdust from work in the upstairs business, and the employee working - also the manager, was incredibly rude and hostile. she did absolutely nothing about it and in the midst of cancer treatment and this pandemic we had to find another facility and move. the prices at guardian storage are much higher for subpar units compared with other facilities in the area. would never use this facility again nor would we recommend it to anyone. there are much cleaner, cheaper and brighter facilities in the area with friendlier employees and better standards of customer service.
Avneet P | Overall ExperienceUsed this facility for a few years and I am satisfied with their service. Very accessible, friendly staff and affordable.
OMAR S | Overall ExperienceClean and very centrally located (Off Main & 8th). The people who work there are not very personable but efficient. I found many reviews talking but ramp steepness, but it wasn't so bad after all.
Farida E | ReservationThe lady working there was absolutely amazing and patient. The storage locker was clean and a great size for what I needed. The lady was so thorough and calm, with all that was going on too! Thank you
Kartika K | ReservationVery good service, everything went smooth with my storage.
jorge s | ReservationVery clean with friendly and helpful staff. The parking is steeeeeeep and kind of freaky when you’re parked there because of the incline, but the storage facility itself is great!
PASCALE M | Overall ExperienceThe service to move in was very good and everything went smoothly. Thank you
Privacy R | First ImpressionsI was told by customer service that this location was 24 seven. When I got there at 5:45 the lady was very rude to me and told me that I could not store my stuff there as she was closing at 6 o`clock.
Privacy R | First ImpressionsThe staff who signed me up was very nice and helpful. Also another staff took me to the units and showed them to me. The process was smooth and easy.
Privacy R | First ImpressionsUhaul stated that I qualified for a free first month of storage at this facility. When I arrived they said they had never heard of this promotion. I am not satisfied with Uhaul or Guardian.
Privacy R | First ImpressionsWe did not move in
Privacy R | First Impressions