The young lady at reception was very friendly, helpful and explained everything very clearly before giving me the keys.Terence C.
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.
Make sure the back of the vans are cleaned before renting out to next person.JayR S.
Customer did not leave a comment.Karli F.
Everything worked out perfectly. The truck was available exactly for the time I booked it and the person working their was helpful and provided information on how to return it if she is not there. Cute dog too!Mark O.
It seems that the person working at this Uhaul location hates her job and should be relieved from it. Effing terrible customer service I have EVER seen in my life.Shailesh S.
Customer did not leave a comment.ARASH K.
Customer did not leave a comment.TAYLOR M.
The staff at this location were very nice to deal with.NATHAN C.
The lady working at this location was easygoing , helpful and friendly. A+CORY F.
This was my first time using the app pick up and I found it very challenging even though I am tech-savvy. The app on my android phone did not upload the photos I took and the agent had to call me and tell me to use the web app/site. Also I did not know I would have to let people know ahead of time that uhaul would be calling them to verify my ID and one of the people wasn't home and further delayed the process. I realize now this was in the order confirmation email but I think this information should be highlighted and communicated as early as possible in the email because it has the potential to take the most time and and delay the process. What I thought would be a 15 minute process took nearly an hour.Trevor D.
The parking brake release lever was kind of hanging loose under the steering wheel. It still worked though but definitely needs to be taken care of.Nicolas R.
Representatives at the store were extremely helpful and accommodating. The prices for the distance are a bit too steep. But other than that it was a great service.HOSSAMMOHAMED AM E.
Customer did not leave a comment.Vinah B.
This was my first ever renting a truck. I did a lot of research before renting, and I read a lot of comments people left (mostly negative). Their business model is based on robbing their customers s much as they can. Looking for anything that they can make money off. Make sure to go there at least an hour ahead of your time. pay extreme attention to every major/minor damage or scratch before accepting the truck.Saeed B.
I called several time and explained to your dispute department about my issue, but the response was really poor!mehran D.
The person who I worked with had a bad attitude with me and someone who called on the phone while I was there. I don't think she likes working with the public.Jeffrey S.
Customer did not leave a comment.Noah H.
Did not have the appliance dolly as booked. Dolly provided was broken.Anita W.
Customer did not leave a comment.Julie G. | Overall Experience
I dropped 9KM but it show on my bill 100KM It was very bad experience to this locationTEERAPONG C.
There was no one to return my vehicle to. Called business no answer and voicemail full. This was at 1:45. Had to leave not and keys on counter and asked them to call me. No one did. Van was somewhat dirty and engine light was on.Jason G.
Customer did not leave a comment.Tim C.
Clarify in the reservation process whether a location supports check-in with the mobile app or not before the location opens. I was alerted 1.5 hours before my pick-up that my reso is delayed by an hour bc the location doesn't support mobile-pickup, even though two reps confirmed over the phone that I will be able to pickup the van with mobile checkin. This is too last minute and ruined my planned tasks for the rental.Mario S.
The attendant was rude and unhelpful. She confirmed i had a dolly in the booking, but didn't tell me where to get it or that it wasn't in the truck. I thought it was in the van as the email said it would be, it wasn't and i had to send a friend to go get it after departure. She was rude to my friend and didn't help. When returning the van she was very rude to me and wouldn't show me where to return the dolly even though I wasn't the one to pick it up. I said I'd be more than happy to do that if she would explain where to put it and she said forget about it and rolled her eyes. I was nothing but polite to her and she was rude to me and my friend, very unpleasant experience. She was also not wearing a mask.rebecca C.
Customer did not leave a comment.Shawn M.
Customer did not leave a comment.Johnson N.
Customer did not leave a comment.Brad M.
Very expensive, more than I was expected. They told me about $50 and they charge me $95 why?, I have to call them :/victor T.
Customer did not leave a comment.Kyle N.
Customer did not leave a comment.Beverley A.
Customer did not leave a comment.gurdeep S.
Customer did not leave a comment.chris P.
Hire friendlier staff please. I found your employee competent but dismissive in her demeanor and really annoyed when asked any clarifying questions...but the truck was fine.Sheila S.
When booking the uhaul, it said the truck would be available for mobile pickup. It wasn't until I arrived at the location that I found that not to be the case and I had to wait until the location opened. When the staff member of the location finally arrived, she did not have the keys to the office and we had to wait for her manager to arrive to open the office. I received my uhaul an hour late, which was one hour into my four hour booking. Overall, extremely unhappy with the service I received and it added unnecessary stress to my move.Haley C.
The staff members we dealt with were very helpful and accommodating. The van we rented was well maintained, low mileage for a rental vehicle, and ran very well. All in all, the experience was very good.Steven A.
Customers are treated pretty poorly with a demeaning manner. NONE of the information I submitted on the online checkout was on their system nor was the additional materials I requested nor the insurance request. To be honest, I was surprised to see that the van was in fact there. Therefore, the contactless and easy checkout I was promised was a hoax. Not only was I treated like shit, I had to make contact with the personnel, resubmit my information, request again the equipment, and then finally leave. Get your dealers and IT systems in line U-Haul.TOMAS T.
Train better the receptionist. She was a bit rude at the morning. However everything ok. I'm satisfied.Kevin Alex C.
We were supposed to return the van for 4pm, we've been waiting for more than half an hour, we took the pictures of the km as asked and fill up the tank. See picture attached below. We tried to call twice and left a voicemail with no response. There is no note left at the counter by the receptionist either. This is really unacceptable. We had a reservation that we missed due to this unprofessional conduct. I will certainly be thinking twice before hiring U-hauls with you in the future. The girl at the counter just returned and offered no explanation for her 40min absence and was unapologetic. I would appreciate if you could attend to this matter.Louise V.
The parking where the U-Hauls are picked up and returned has a very steep incline which makes it a little difficult to get in and out of the location, but otherwise everything was great. Very easy transaction and the equipment was in good condition.Mollie C.
Customer did not leave a comment.TAYLER C.
The worst customer service experience I have ever encountered. ABSOLUTELY HORRIBLE EXPERIENCE AT 'GUARDIAN STORAGE'! The person working the front desk has zero interest in providing any customer service and seems only interested in antagonizing people. I saw it twice with two other customers while I came to rent the vehicle and when I returned it. One of the customers she even called back, berated her on speaker phone before hanging up! I rented the vehicle for 2 days, but she wanted to charge me for 3, I also asked her why the $130 'hold' on my credit card was showing as a posted transaction (Visa confirmed this). I told her I wanted receipts and paperwork for the exact charges, she said it was on the invoice. But the part of the invoice that shows the credit card transaction amounts is conveniently cut off (she also told me on the day I rented she emailed me an invoice, yet I never received it and tried to show her on my phone). When I pointed this out and that I need to know exactly what has been charged to my credit card she told me she was having a bad day, that she 'didn't have time for this and to take it up with uhaul'. When I tried to show her the paperwork and she could see that my hands were visibly shaking (because I suffer from anxiety, which is exacerbated in these types of situations) she then, in a very confrontational way began to insult me for shaking, at which point I told her its because I don't like being ripped off before having to walk out from this treament! I had to call my credit card company and report my card as compromised to ensure I wasn't ripped off. STAY AWAY FROM THIS PLACE!CONNOR G.
You allow for and promote uhaul truck share 24/7, however the location doesn't support this. We booked for a van at 9:00AM using uhaul truck share 24/7 pickup only to find out we had to wait 30min for the location to open, which defeats the entire purpose of getting a van â€œ24/7â€. Tell the customer before booking the location doesn't support this form of booking so they don't sit around for 30-40 minutes and eating into their reservation time.Jeffrey F.
At the start of the rental I had to wait aprox 20 mins because they couldn't find my reservation in the system. The attendant started arguing with U-haul on the phone while I was waiting. When I returned I did the online return (because the office was closed already) and confirmed the location. Even though I returned the truck with exactly the same fuel level that I picked it up I am getting charged $30 for fuel charge and $24 for fuel. Please arrange to credit these amounts. ThanksTabare D.
Customer did not leave a comment.Emma G.
Customer did not leave a comment.PATRICIA H.
The customer service representative was neither friendly nor helpful. I was charged nearly $600 for what should have been a $50 trip. I had to spend a significant part of my day rectifying the mistake.Kathryn H.
Your scheduling staff over the phone simply do NOT understand that we're in a worldwide pandemic and at least in Canada in the province of British Columbia, the interim driving license issued by the province (ICBC) is a VALID form of government ID. I had to argue with your staff during a move to understand this basic point. That's a fail in any customer service situation.Mahdiyar B.
Nothing. The individual that rented to me was exceptional.BRIAN R.
The location name is listed with an address that is an empty office. The office is actually in the back of the address shown. There were no signs explaining this situation so I had to ask a few people exactly where the place was.Enrique A.
Customer did not leave a comment.Lisa T.
The receptionist was the worst I've ever experienced. Me and my boyfriend couldnt find the location so I called and she explained that the van was not ready and there's no nothing she can do. Literally that's what she said no explaining no apology. Then she says there's another customer I can't deal with you. So I go into the building were she continues her attitude. She was on the defense straight away saying this isn't my fault. I explain I know it's not your fault but what can you do to resolve it. Then she goes talks with another customer and right infront of our face they talk about how rude we were. We literally asked one question. That's it. We were upset of how she was speaking to me and that was all. Then my boyfriend tells to her we literally did nothing and you were so unprofessional making us feel horrible infront of another customer. Both my boyfriend and I have have worked in customer service for 10 years and we know number one rule is don't blame the customer for your bad day. Don't react. I will never use U-Haul again. Please train your receptionist or have a decision with her (location 7th Vancouver) that this is the wrong approach and if you have a bad day don't blame the customer because they were told the van would be ready at the certain the when it wasn't.Krishan P.
The cars are parked on steep slopes. That's not ok. It is not easy to find either.Jeremy C.
Customer did not leave a comment.Robyn F.
Fabian was friendly, professional and efficient. Definitely will be my go to spot for renting out vans/pickups.FREDRICHKELVIN U.
Customer did not leave a comment.David R.
Better information on the rear access to the facility.Robert N.
No complaints. Good experience all around.Ben P.
The inside of the van was not very clean. It had dried stains of what seemed to be coffee.Esteban G.
It's probably best for all to take a look at the vehicle and make sure that it is not damaged etc etc : it's good for you and for the customer. Kinda hokey pokey Would do it again as ease of use is there but GezuzTrevor B.
I wasn't made aware the insurance was a per day charge. Please let future customers know it's $15/day and not a one time cost to avoid confusion. Thank you!Anastassia K.
The guy showed up 10mins late but everything went smoothMichael B.
I asked to have payment for my vehicle rental split between two credit cards - the attendant initially did not know how to do this, but seemed to figure it out eventually. Unfortunately, I have just gotten my credit card statements and the entire bill was charged to the credit card that I had only wanted ~10% of the bill charged to. Otherwise, the experience was fine - the pickup of the vehicle went well and was handled professionally.Travis G.
Customer did not leave a comment.Patrick S.
Speedy and no line ups great and fast to get out.shona M.
Customer did not leave a comment.Tim L.
Very steep! And not easy to find. And not the location we originally wanted to rent fromMadeline E.
All goodTeerapong C.
When I went to drop off the van at the Guardian location at 151 W 7th Ave, nobody was there. The door and gate were opened, and the sliding door where the employee gives it keys was open. Someone could have taken a key from inside and stolen a van wash. I waited 10 minutes and still no one showed up. Pretty crappy service.Simon M.
The location and service is fine. Quick and easy process and they had everything I had requested. My only complaint, and this is with UHaul, not the facility, is that no one informed me that after-hours pickup is NOT possible from this location. Neither on the website, nor when I called Uhaul to update my reservation. I had reserved at 8am but had to wait around until the location opened at 9:30. The only other thing was that, as other reviews have stated, some of the parking spots for vans are on a relatively steep slope, which can make getting out a bit tricky if you're not comfortable driving large vans.Andres M.
Very steep parking garageDaniel D.
I waited an hour past the scheduled time of my pick up for the employee to return form lunch. Upon return she handed me a key and said " I don't know which van this key is for, please put gas in it." Now I find out I'm being charged for the KM's not just a flat four hour rental, which the same employee let me know was not a four hour rental but a three hour rental because she was gone from her office for such a long time it cut into my time with the van. Furthermore, how can I be charged for km used when she never knew which vehicle I took. Not only would I never use this location ever again, I doubt I would use any Uhaul product moving forward. Very disappointed.Yonah D.
Customer did not leave a comment.Toyotaka K.
Customer did not leave a comment.Melissa L.
Staff were very cordial & helpful. I was keen to get going and impatient to fully understand the end trip sign-off steps. I returned my rental after hours so I couldn't get reliable internet to open an account, etc, etc. The 800 help # was very busy. Fifty minutes on hold! However, I parked where I should, hung around 40 mins trying to sign-off online. It was cold & tired so finally went home & finally got answered on the 800 number. My advice: make sure you have an account to sign in to at end of rental to expedite your sign-off steps. If you don't sign-off, you incur a $20 added charge for staff to sign you off!JOHN D.
Customer did not leave a comment.Emma S.
Customer did not leave a comment.Benjamin D.
Customer did not leave a comment.taewook C.
Customer did not leave a comment.Teresa J.
The app wouldn't work to checkin and I got charged $20 because of it. Terrible experience with the app.Tayber V.
Online check-in process was horrendous. It took forever, parts kept not working. Very frustrating.Brennen F.
Everything worked great at this location. I had a reservation at 951 Hornby st that got screwed up. They weren't very helpful, but I got switched to 7th aveMichael T.
Staff were very helpful and friendly??Tracy K.
Customer did not leave a comment.Laurel C.
Unfortunately this was a very bad experience. Dealing with with official U-Haul locations has been pretty good in the last, but this location, guardian storage, was brutal, staff were incredibly rude and unprofessional. Also trying to use your phone to access the vehicle was a nightmare. Took forever for account to verify then taking a driver picture seemed not to work. Overall it sucked. Will never use this location or U-Haul again.Luke V.
The person who was there was friendly, efficient and helpful.Darcy F.
Best customer service I've had from Uhaul. Would use them again in a heart beat.Salvatore V.
This was a small rental, but I very much appreciated that the person appreciated my business. This was in contrast to another Uhaul location elsewhere on the West side of Vancouver where the operator seemed more intent on telling me all the rules and what I could or couldn't do, than on offering items items for rent. I told him he didn't seem to want my business and that I was OK with that.Paul M.
It was the shortest, most sleamless rental experience I've had, period.Dominik M.
Customer did not leave a comment.Gregory K.
Thank you.Van was very clean and the service received was excellent.Jeffrey R.
Convenient location and helpful staff.Robert T.
When returning the vehicle the lady was so mad i was interrupting her eating her sandwich. She asked me to just go on the app for self checkout. I told her i just want to make sure its all good and she didn't let me finish the sentence and said:whatever and through her sandwich and her phone on the table and came to check the vehicle. Then she just told me : your total is 16 dollar BYE !!! Shut the door so hard .Elifelet K.
Customer did not leave a comment.Ronald A.
It's a little precarious pulling the van out of this location and the van itself was quite damaged on the outside, albeit, in good working condition.Julian B.
Customer did not leave a comment.MEGAN B.
Customer did not leave a comment.Samantha P.
Customer did not leave a comment.Val C.
Customer did not leave a comment.Nishankan V.
Give the customer the key to the right vehicle. Check the fuel level and kilometers yourself upon vehicle return rather than giving the customer your phone for them to take a picture for you. Get the oil changed on the vehicle. Have the vehicles backed into the parking bays so customers don't have to back out up the stupidly steep and wet ramp.Callum B.
More staff training would be beneficial for client experiencePierre S.
Clean 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. | Reservation
The 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 youKartika K. | Reservation
Very good service, everything went smooth with my storage.jorge s. | Reservation
Very 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 Experience