Customer Reviews for Guardian Storage
(U-Haul Neighborhood Dealer)

Rating:

4.0

I liked that I was able to drop off the van and put the keys in the glove compartment in off hours. This was really convenient for me. The van was also in good shape. I did not like the way the cost was advertised. The "$19.95" in bold and the "plus $1.19/kilometer" did not make it easy to understand how much I was paying. And until I actually picked up the van I didn't understand how much it would cost. I would like more transparency in this in the future. It was also mildly annoying that I had to take pictures of the van before I took it out, especially because it was parked in a tight area that didn't allow me to take perfect pictures of the van from every angle. I would prefer if this task was completed by the rental agency.

Rating:

3.0

Let’s start with the $15 cleaning fee. I understand charging for a dirty van, but I was charged simply because I didn’t fold the moving blankets. I chose not to fold them because I assumed, reasonably, that they’d be washed before being given to the next customer. Charging a cleaning fee just for that is unfair. Folding isn’t about cleanliness, and in fact, asking customers to fold used blankets raises concerns. It suggests U-Haul might reuse them without washing, which is not acceptable. On top of that, I mistakenly returned the van with a full tank even though I received it with only 13/16. I spent about $30 more than necessary. So, after having this "issue", I was expecting at least a small gesture of goodwill in return. But instead, I was still hit with the $15 charge, no refund. Lesson learned: at Guardian Storage, money talks louder than customer fairness.

Rating:

4.0

The only bad thing was that the uhaul was almost out of gas when I picked it up. I didn't know in advance how much I needed and I paid for a lot more than necessary.

Rating:

2.0

It was incredibly difficult to park the U haul there.

Rating:

4.0

The Guardian Storage managers were very friendly and most helpful!

Rating:

5.0

Great experience, easy in and easy out. No issues, great van, only booked a day earlier, everything was delivered at a great price, good customer service, will definitely use again.

Rating:

5.0

Excellent service and warm welcome from Megh.

Rating:

3.0

The billing was very confusing. All the extra charges added up in a hurry. The fuel in the vehicle was at 2/3 full. When I gassed up after use I went over the 2/3 line considerably, and was not compensated for the extra gas I put in. Here's an idea, why not just fill the tank to the top so there is no guessing? I rented the van for 5 hours and was charged a full day rate. If I knew that, I would have picked up the van earlier in the day. Overall the final bill was a lot more than I thought.

Rating:

1.0

This location falsely accused us and charged us of damaging the van that we only used for 5 km

Rating:

3.0

There was garbage left in the back

Rating:

5.0

Quick service, accurate billing, professional attitude. The vehicle was ready when we booked for a 09:30am pickup of a panel van. When we returned the vehicle, I left my wallet in the vehicle. The staff called me on my cell to return my wallet. The staff person (did not get her name) was polite and honest. Thanks! ...Ken

Rating:

4.0

the dolly was rickety and not oiled the location was not easy to find

Rating:

4.0

As it was my first time renting a vehicle from U-Haul, it would have been helpful for the staff member at the location to better explain how I would be charged and when it would be updated to reflect actual usage.

Rating:

4.0

The Uhaul representative sent me an image of what was left after I returned the van. This was extremely considerate and helpful. Thank you.

Rating:

5.0

Everything was easy. The attendant at uhaul was friendly and helpful.

Rating:

3.0

It was pretty mediocre overall, but it was also inexpensive, so I got what I paid for, I suppose. The van wasn’t clean. The windows were especially dirty inside, which made driving in the dark dangerous.

Rating:

4.0

The staff was very pleasant and had to handle a difficult customer just ahead of me (he happened to be returning the truck I would be using) that delayed things a bit, but that was entirely due to the customer. I can't really think of anything that could be better other than the driveway is crazy steep! The truck was fine, although there could be a few instructions or labels on the dash to indicate things that are a bit different than usual. For instance, because the emergency brake was engaged when I got in, I could not see it nor could I figure out how to release it. I wasn't sure if the headlights were automatic (that one was easier to solve). And the radio station info did not light up consistently. So, I guess that would make things better for the next customer. A label indicating where the brake release is, a label showing where the lights are accessed (oh, and how to turn on the dome lights), and repair of the radio player.

Rating:

4.0

No issues at all. Service associate was efficient and pleasant. I'd use UHaul and this location again for sure

Rating:

4.0

Odd that I had to fold the blankets and bring in the dolly. They were already in the slightly smelly truck when I picked up the truck. Hard to park there. Very steep drive way. Apart from this, everything was fine.

Rating:

3.0

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.

Rating:

5.0

Everything was great. The truck was not only clean but also new.

Rating:

3.0

Service 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.

Rating:

5.0

Nothing. It’s a bit difficult to park bc of all the weird slopes in the back but that’s not your fault.

Rating:

3.0

better 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

Rating:

5.0

All went well, thank you. We just moved to a bigger place that had sufficient storage in-house.

Rating:

5.0

Very quick service and a very good minivan. Thank you!

Rating:

4.0

Right 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.

Rating:

2.0

Accused 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

Rating:

3.0

Oil light was on, yet to see payment returned because we only went 26km, vehicle was almost empty for fuel on pickup.

Rating:

5.0

Great customer service! It was very easy to pick up/drop off the van, thank you

Rating:

4.0

I 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.

Rating:

4.0

I 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.

Rating:

3.0

I was charged for driving 80 Kms whereas I barely drove it for 15 Kms.

Rating:

5.0

Nice close location and staff were great

Rating:

5.0

Guardian storage was great! I would definitely recommend them, and if I need storage again I'll be back

Rating:

2.0

Charged me for 100km instead of the actual 11km I drove (have before & after pictures of the odometer).

Rating:

5.0

Out 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!

Rating:

4.0

Front desk service staff was very polite and helpful. Error on invoice was resolved by email within 12 hours.

Rating:

4.0

Keep 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!

Rating:

2.0

We 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. ☹️

Rating:

1.0

Van 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

Rating:

4.0

The 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.

Rating:

1.0

The 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?

Rating:

3.0

Correct the address, better signage at the location, overnight drop slot, better parking area for U-Haul trucks

Rating:

5.0

Nothing. Easy. Great service!

Rating:

4.0

Great

Rating:

4.0

Generally 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

Rating:

5.0

I 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! ⭐

Rating:

3.0

We 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.

Rating:

1.0

Pick 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?

Rating:

3.0

Great 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.

Rating:

1.0

The 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.

Rating:

2.0

Rude service, vehicle not ready to be driven, would not return

Rating:

2.0

My 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.

Rating:

3.0

This 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

Rating:

3.0

The 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.

Rating:

2.0

Tires 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

Rating:

5.0

Two thumbs up

Rating:

5.0

The two ladies working at this location are super friendly and helpful. Thank you for making this rental experience easy.

Rating:

5.0

The 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

Rating:

5.0

read some negative reviews but the service I got was great. Guy was nice, friendly and professional.

Rating:

5.0

Excellent customer service, and solid facilities

Rating:

1.0

Person 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.

Rating:

5.0

Excellent service, SCOTT is a professional employee, very polite!

Rating:

1.0

Nasty staff cussing at me. Computers didn’t work and took forever to reserve. Disgusting dirty truck broke down

Rating:

5.0

The guy working at the desk was great!

Rating:

5.0

The 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.

Rating:

3.0

Rent 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).

Rating:

5.0

Tricky parking spot for the van otherwise great.

Rating:

5.0

The 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.

Rating:

2.0

It 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.

Rating:

3.0

The 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,

Rating:

2.0

The lady in office had a really bad attitude

Rating:

3.0

The 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.

Rating:

5.0

The parking spot is pretty steep so just be careful when you drive the car out.

Rating:

5.0

Hours 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.

Rating:

2.0

Honestly 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

Rating:

5.0

Always very friendly and responsive

Rating:

5.0

Marcela Torrealba was amazing in customer services, support and assist me moving my luggage safely to the storage and out. Definitely recommend this storage.

Rating:

5.0

Clarification 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.

Rating:

5.0

Honestly 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

Rating:

5.0

Good, clean storage space at VERY GOOD prices. Believe me, I checked!!!

Rating:

5.0

The 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.

Rating:

5.0

the 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.

Rating:

5.0

Used this facility for a few years and I am satisfied with their service. Very accessible, friendly staff and affordable.

Rating:

4.0

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.

Rating:

5.0

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 you

Rating:

4.0

Very good service, everything went smooth with my storage.

Rating:

5.0

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!

Rating:

4.0

The service to move in was very good and everything went smoothly. Thank you

Rating:

1.0

I 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.

Rating:

5.0

The 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.

Rating:

1.0

Uhaul 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.