Customer Reviews for Hilltop Family Store
(U-Haul Neighborhood Dealer)

Rating:

2.0

Disorganized. No mobile pickup like told on the phone by u-haul. Not even the stores fault, just the u-haul dispatchers fault.

Rating:

5.0

Sweep it clean for the net customer

Rating:

5.0

Awsome location, clean well educated on the U-Haul business and very well representation towards the U-haul part.Thank you for your services.

Rating:

3.0

The tank was given to me at 1/8 of a tank with picture proof. I return it and now I get a gas fee for something I couldn't control. The uhaul stunk of gas as well. Overall a pretty met experience. 0/10

Rating:

5.0

I think the appliance dolly's could use better tires such as the run flat rubber. They're much easier to pull along grass/wet grounds in poor weather and don't sink or get stuck in the mud. You should also include the fuel Guage reading level returned (drop off) as pictured when picking up. I know I put an extra 30kms/$30 over my pick up amount of fuel in the tank before dropping it back off and I don't get reimbursed but in all honesty that doesn't bother me. Thus location is absolutely phenomenal and the customer service exceeded expectations and I'll be sure to return for service again. Hopefully with a discount;)

Rating:

5.0

Very friendly and helpful lady behind the counter. Positive U-Haul Representative

Rating:

1.0

This is not a trustworthy location. They charged unnecessarily and at the drop off time the person was not at all listening to our queries. Worst experience.

Rating:

5.0

No everything was great. The people that rented it to me were awesome thank you very much.

Rating:

5.0

Nothing.

Rating:

4.0

Several safety systems were malfunctioned in the uhaul, abs, traction control, stabilitrak etc. This indiciated some serious problem with the electrical or sensors. Also loud squealing from the serpentine belt the entire time the engine as running. Very poor maintenance on these vehicles

Rating:

5.0

Perfect people and neat vehicle. Appreciated

Rating:

5.0

Thanks for getting a van for us ! Checking in and out was easy. The vehicle was mechanically sound. One issue was the rear roll down door was a little hard to close. The cab was very clean. I would rent again.

Rating:

1.0

You guys over charge me! fault advertising and i really didn't appreciate it $39 plus tax is understandable but not two time the charge.

Rating:

1.0

The trucks was in poor condition, and the location charged me more money then they should have

Rating:

5.0

This was my first time experiencing U-Haul after coming to Canada. The rental and return process was easy and affordable, which was great! The manager here was extremely kind and provided excellent guidance, making it easy for me to move even as a first-time user. Thank you so much. I will definitely use it again next time and highly recommend it to others!

Rating:

5.0

Best ever, I rent here always, excellent.

Rating:

1.0

Why was I charged for extra mile or something at the time of drop off? It was all packaged for the total amount I paid upon pickup! I shouldn’t be charged anything as I also got the fuel as it was when picked up.

Rating:

3.0

The truck was clean, but the engine seemed to struggle at times in certain gears. Also my experience at this location was not great. The couple I dealt with did seem nice and helpful for the most part. However, when I picked up the truck, I was sure the app I was linked to said the gas was at 3/4; which was what the tank was at and I went on my way. But when I returned the truck, the guy working pointed to my email which said the truck was to be at 7/8. Mind you: There is no marker on the gauge for 7/8. The guy asked if I had taken a picture at the start, and of course I said no. I was sure the gauge matched what I saw on the app. He then told me I was going to be charged extra. I had already put $25 of gas in the tank and only traveled 25 Miles. He didn't even go out to the truck to check the gauge himself. I had to take a picture and show it to him. He had to go back and find the picture from the previous time this truck was rented to compare it to my picture. (The kicker is that the gauge was actually a touch below the 3/4 mark when I picked it up. So I knew I had put more in than when I got it.) The previous renters picture confirmed I had topped it up appropriately. So he said he would key it through as 7/8 and send in his picture. Which I assume he has to send you as some form of confirmation. So I would recommend this: Don't have the trucks default gas level set to 7/8. There is no line for that marker; making it impossible for the customer to put it there. Adjust the default to 3/4; so a customer can clearly know what level the gas should be at. I have rented many trucks from U-Haul over the years, and this is honestly the fist time I have ever had a problem. Which seems to be in the miscommunication between U-Haul and this location, and possibly the inefficient way that gas levels are determined. I will definitely not be returning to this location.

Rating:

5.0

Great location for the u-haul customers. I like the personnel who assists us especially that guy name Anthony. Thank you Hilltop Store. Will highly recommend you.

Rating:

5.0

A very nice woman took care of me. My experience could not have gone any better.

Rating:

1.0

I made 7 kilometers. But was charged for fuel fill-up. They filled-up the truck with 14 litres of fuel to reach level of fuel they needed. Cheaters. I would never recommend it to anyone.

Rating:

5.0

Excellent service and availability

Rating:

5.0

Very nice customer service here

Rating:

1.0

Charges on Fuel after return issue raised. Still didn't get a response.

Rating:

5.0

nothing, easy to book and return, great people at this location, excellent service

Rating:

3.0

They took extra 5 cad for something after the trip. It is not mentioned in the voucher. I booked for 30 km but they printed the bill for 48 km. I don't know why they are acting like this type of looting behavior. When I'm asking about the extra payments . They didn't gave any information. They took around 10 cad from me for no reasons.

Rating:

1.0

I was 1.5h late due to Canada Day parade, I explained all my situation to the staff over the phone but unfortunately, she was so rude to me. They also charged extra 136$ from me. This was my worst experience with uhaul. I am expecting good from higher management.

Rating:

2.0

Rented equipment was not available. Alternative equipment was extremely shaky on the highway.

Rating:

5.0

I got amazed of how the personnel of this store treated me with my wife. They're so professional engaging business and readily response to all our inquiry. I will highly recommend this store. Salute!

Rating:

5.0

Always enjoy renting my uhauls from this location. Such friendly staff

Rating:

4.0

Great customer service. I requested furniture pads but they didn't have any in stock.

Rating:

5.0

The customer service was exceptional and very friendly/helpful.

Rating:

5.0

The shop owner was very responsible and helpful. He went above and beyond to ensure everything was done smoothly.

Rating:

4.0

Money returns you need to improve it

Rating:

2.0

not customer friendly, no knowledge on explanation to customers

Rating:

3.0

The 20' truck I rented was ready for the scrapyard. The tires were so unbalanced when driving almost shook the fillings out of your teeth. The heat shield on the catalytic converter was loose and the rattleling racket was so loud you could barely enjoy the ride with the windows down.The bottoms of the doors were all rusted and the interior was barely clean from the last rental. On the positive we did get a good deal and when I phoned and spoke to a young girl named Kylala she was able to add some more kilometers which was helpful since we are moving 130 km one way. I plan on renting a 20' truck again in a couple more weeks. I hope I can get the same deal I got this past Victoria weekend with the same amount of kilometers. I just hope I don't get the same truck or I will have to choose another Uhaul dealer. I

Rating:

2.0

Hi.. The Hilltop family store over charged my visa card. I want to open an investigation against them

Rating:

5.0

Very good nicely accommodated person. 👍

Rating:

3.0

Charges are hidden and quotes get expensive

Rating:

5.0

Easy to book online and quick pickup

Rating:

1.0

Very very bad service and will never come back

Rating:

5.0

Again, poor communication with head office to the dealer.

Rating:

1.0

While booking uhaul they made fake promises like uhaul will charge 1$some cents per km but after we return the uhaul they cut more amount from account and even they don’t listen us and cooperate with us

Rating:

5.0

The lady was very friendly and helpful.

Rating:

5.0

Very helpful and pleasant on drop off.

Rating:

5.0

The online check in was giving me difficulties, but the customer service was fantastic.

Rating:

3.0

Have the licensee inform the customer of all the charges and fees before doing the rental contract. The cost of 0.89 per kilometer is ASTRONOMICAL for an around town rental. Especially since there are no free kilometers with the rental!

Rating:

3.0

The mobile check in process is terrible and difficult even for a person who is technologically proficient. It is not consistent either. This time it asked for ‘assurance’ and needed to contact another person to verify my identity?! They never called that person, so I had to do the check in manually at the location. This meant I was almost 30 minutes late leaving with the rental. Also, the ramp on the 20’ truck I rented was broken and would not come out. Someone had to lie under the truck and push a piece of bent metal back into place before we could load/unload, again loosing time. Unfortunately, issues with uHaul tent to get ignored so seems like this is a waste of time.

Rating:

5.0

The vehicle I had, was empty of oil, had to fill it , put 5 litres in and in a couple hours it had lost half the oil , also the vehicle was out of alignment and pulled to the right on highway driving

Rating:

5.0

Everything was great

Rating:

4.0

The van could have been cleaner, but it served its purpose

Rating:

1.0

The lady who was where she was very rude. I had a very bad experience everytime whenever i was booked the uhaul from this location. This time also she did same . She harrashed me alot. In endly I paid 256$ for uhaul. I never recommend to book from this store.

Rating:

1.0

I spoke to a man at this location and confirmed drop off time. I had a reservation stating the same thing. I got a panicked and rude phone call 3 days before my drop off was due from the man’s wife. She said there was a customer waiting for my vehicle and I needed to bring it back. Apparently they had double booked! This, to be honest, is not my problem - but instead of having a nice conversation with me she freaked out and hung up.

Rating:

1.0

The truck was good. However the leady at the counter wasn't doing her job appropriately. I was waiting in the line for 10-20 minutes for the registration, but she selected other customers first and served them while I was still waiting. I never mind those things as I'm an immigrant and seen so many people like that, but after giving us the keys she was treating us like child. Unacceptable behavior.

Rating:

2.0

There was less gas in car. I had to fill $34 of gas for 40 km. Ridiculous. They should check out the fuel before giving me van.

Rating:

4.0

Original location pickup was not available, had requested a dolly when initially booking but did not get one at secondary location. Happy they had a truck available though!