Customer Reviews for JV 2 Brown Ave
(U-Haul Neighborhood Dealer)

Rating:

3.0

Too exp.

Rating:

5.0

Great service, thank you

Rating:

1.0

I had an extremely disappointing experience with this U-Haul pickup and drop-off location. When I returned the truck, I placed the key inside the vehicle, put the combination lock on, and left. While completing the return through the U-Haul app, I realized the app required the keys to be placed in the lockbox outside the Jiffy Lube location and also required a photo of the odometer. I immediately returned to the truck to complete the process properly. After waiting approximately 30 minutes to get through to U-Haul support, I was advised to contact the store directly. I attempted to remove the lock but could not get it open despite using the correct combination. When I called the store, the employee simply told me, “Yeah, yeah, don’t worry about it. Just leave it and we’ll take it off,” and was very dismissive. Later, I noticed the rental was still showing as active in the app and my bill appeared much higher than expected. I called the store again and spoke with a woman who immediately told me, “The bill is the bill,” and refused to discuss it further. I was simply trying to understand why the charges were so much higher than expected. She insisted the charges were due to the distance driven, but we had only driven approximately 12 km. It appeared there may have been confusion between kilometres and miles in the U-Haul system. I asked if I could return to the truck to take the required odometer photos and complete the return properly. At that point, she told me nobody had been to the truck yet because they were still trying to remove the lock. She then began telling me that I lacked “common sense” because I had put the lock on backwards. I apologized and explained that I hadn’t realized the letters on the lock should face outward. She continued laughing and repeatedly stated that it was “common sense” and said, “Don’t tell me you don’t know how to put a lock on.” I advised her that I found those comments insulting and unprofessional. She responded by saying that was “not her problem” and hung up on me. I called back and spoke with a male employee who refused to provide his name. He also told me that I lacked common sense. Interestingly, within minutes, the story changed and I was now being told that the lock had already been removed and the truck had been processed. He repeatedly told me that the bill was final and that he would not discuss it further. When my sister-in-law later called, she was finally able to obtain a copy of the invoice. We then discovered that a cleaning fee had been added, despite the truck being returned clean and in the same condition it was received. When we questioned the charge, we were told that because we had not taken photos, their photos showed the truck was dirty. However, they refused to provide those photos for review. The employee also stated that I should have been charged an additional $50 simply because the lock had been installed backwards. The most frustrating part of this experience was not the billing dispute itself—it was the rude, dismissive, and disrespectful treatment from the staff. At no point did anyone attempt to help resolve the issue or explain the charges professionally. Instead, I was laughed at, insulted, hung up on, and repeatedly told that I lacked common sense. I will never rent from this location again. The customer service was unacceptable, and the way customers are treated here falls far below reasonable expectations.

Rating:

4.0

Our store host (Gary) was excellent.

Rating:

1.0

The app did not let me pick up, I had to go to the 228st/dewdney location who helped me immensely This has happened twice to me now, 🤬

Rating:

5.0

Very convenient; just pick up and drop off using your app.

Rating:

5.0

Okay nothing wrong with the location or the truck it’s self but the app is just a shit show they should have in counter service available before that app because it’s not easy and so many steps that waste your time with the rental I ended up trying to scan the back of my id for 10 mins before I wiped over to the convenience store

Rating:

3.0

This was my first time renting a U haul and I will never be doing it again. Your website quotes the mileage charge as between 0.69 cents to $1.19. I was charged $ 2.07 per mile. I consider this to be false advertising and illegal. Your representative copied my email address down wrong, so I didn’t hear anything about a bill from U-Haul until I went back into the convenience store to find out what was happening. I was furious to discover the total charge for this 6 hour rental to move 5 furniture items from Mission BC to Pitt Meadows BC, all local moving, was $351.35. I called your head office, after I got no satisfaction from your representative regarding the “hidden” fees. You can check my receipt to see what I am talking about. I understand the insurance charge, and the truck rental cost, but I in no way asked for a dolly, yet was charged for using one. We didn’t, because we had our own, and in fact the furniture we were moving could not fit on a dolly. I called your head office and they did refund me this cost, your representative ignored it. My biggest complaint is regarding the gas. At today’s prices, we cannot afford to waste gas. We haven’t driven a van this size and had no idea how much gas it would take for this small move. I put in $100 and have the receipt to prove it. I picked up the truck with a quarter of a tank in it. The representative told me I must return it with at least a quarter of a tank. I am not a mathematician. I am a 75 year old lady doing her best to deal with a difficult situation. The gas I put in gave the truck three quarters of a tank. So my $100 gave it half a tank, added to the quarter already in it, so I had three quarters of a tank, so hoped that would be enough for the move and did not put any more in it. I asked your rep for the $50 back to pay for the excess gas. I returned the truck with half a tank ( see the receipt). He was quite rude to me saying it was not the policy to pay gas back and he would make no commission if he refunded my $50. He said I should have known better and not put so much in at the beginning, but stopped at different gas stations along the way to keep putting extra in. How ridiculous is that? So I asked him if I should have taken a hose and syphoned the extra quarter of a tank out. Nothing was explained about gas at the beginning other than it must be returned with a quarter of a tank at least. As I said I am very upset over this whole transaction. It would have been cheaper for me and less hassle to get movers, but there were only 5 pieces of furniture and it was supposed to be cheaper to rent a U-Haul. It certainly wasn’t! $351.35 is a ridiculous price to pay for this transaction. I expect to be refunded for the extra mileage charged, which would come to approximately $78 if you take it as me overpaying $1.00 per mile from your quote on your web page, plus the $50 for gas. Since you have refunded me the $7 you charged for the dolly I didn’t order, you owe me approximately $128 refund plus appropriate taxes, bringing the price of this transaction down to a more reasonable $216. 35 minus the tax difference. Thank you. That is my review. All of it is true. You are welcome to share it with the public so that they are made more aware of the practices of U-Haul. That is how you can improve for the next customer.

Rating:

3.0

Hi, I placed a U-Haul reservation for a 15' truck from Western Heating 20779 Lougheed Hwy Unit C Maple Ridge, BC V2X2R2 for May 8 My reservation was changed to JV 2 Brown Ave 22576 Brown Ave Maple Ridge, BC V2X3R5 Although very inconvenient, as I wanted to walk to the prior pickup location, I was told that I would get mileage credit for the extra distance I had to travel. This was not reflected in my final invoice. Further to this inconvenience, there was no compensation for fuel either. My own fuel and also for the truck. Both ways. Although I appreciate U-Haul still being able to commit to my rental, I did not feel any empathy for the inconvenience caused. Ontop of this, I had to first confirm the rental agreement physically in person at another address, 2 blocks down @ JV Convenience Store Ltd 22787 Dewdney Trunk Rd Maple Ridge, BC V2X3K4 And a new agreement was drawn up at this location instead. Also, when I returned the 15' truck, I was told to leave the keys in a U-Haul box behind Mr. Lube. This box had a broken lock and the key fell through when I placed it inside. The box could be easily opened anyway. So I left the keys pad-locked in the back of the truck. What a miserable experience. Is there anything that you can recommend for the future besides avoiding this location altogether? Thank you for listening,

Rating:

5.0

It was good all around experience.

Rating:

5.0

Excellent customer support and services Highly recommended!

Rating:

2.0

Remote check in not clearly identified. This is location is just a parking lot with no signage check in is elsewhere.

Rating:

5.0

You are so kind.we love your service..

Rating:

5.0

so when you rent from Uhaul they first charge you with a $1.00 estimated environmtal fee which is wierd then when your all done with renting you clean the van or cube truck they charge you again with the environment fee but it's $2.00 and they still charge you $25.00 after you've already cleaned it and if you pay with a credit card they charge you to use your credit card of $6.38. So why are all these stupid charges on your receipt. P.S. I will be talking to the U-Haul HR Department

Rating:

5.0

Excellent friendly service, not dependent upon the quirky uHaul app

Rating:

2.0

Poor customer service when locks do not work. Then again the locks are crap.

Rating:

3.0

The movers I hired quit as soon as they saw what needed to be moved and the two flights of stairs. They didn't even message me they told my son in law. The invoice was charged to my visa card and charged to my sons visa card as well. Great experience definitely not hiring movers from u haul. Ad far as the double charge I will contact the office and complain.

Rating:

3.0

A cleaner vehicle would’ve been appreciated. Seats, dash, windshield were not great.

Rating:

1.0

Parkade was dark. And 2 guys in the area that night.. not sure what they are doing there..it’s just a scary location

Rating:

5.0

Cleaned floors on return… I was impressed by customer service on phone for help setting up, very friendly and helpful… Also great assistance with surcharge on invoice for refund…Solution focused…Much appreciated!

Rating:

4.0

Process was smooth and the staff are friendly

Rating:

1.0

You claimed the vehicle had more gas in it than it did and then charged me to fill it up to level higher than it had when I picked it up. This is fraudulent.

Rating:

5.0

Nothing all good

Rating:

5.0

Customer service was excellent

Rating:

2.0

I selected the timing to see the person at the lot But they were sitting at a different location and made me go there instead to complete the rental To much back and forth I’m not comfortable with mobile pick ups that is why I didn’t select that but they were forcing me to do that

Rating:

5.0

The lady that helped us was truly fantastic. Best service I've received from a uhaul in 10+ moves between me and my husband

Rating:

3.0

The location was good. Dealing with Uhaul was a gong show. Nothing about my contract was accurate. Uhaul wanted me to drive a truck with a check engine light on which was then substituted for another and then uhaul over charged me. Uhaul does not appear to know what they are doing. The uhaul app does not work as it shows incorrect information. I contacted uhaul support a week ago and this issue was never resolved. I will certainly attempt to avoid uhaul in the future. It appears when renting from uhaul ones needs to plan for Uhaul screw ups , such as wrong truck , wrong location and truck not available on time.

Rating:

2.0

only 1/4 tank gas on pick up, windows very dirty

Rating:

5.0

Sunday pickups should state on website it’s at JVC store for counter service & vehicle pick up is at Brown Ave., Maple Ridge. U-Haul link didn’t work for me at Brown Ave. But it all worked out! Excellent Clerk serves!!!

Rating:

3.0

Have options to pickup and drop of to nearest location.

Rating:

4.0

Easy and convenient

Rating:

4.0

Clean the equipment... at least the drivers area. Area manager is top notch customer service. Girls at JV were helpful, guy who set me up was easy to deal with.

Rating:

3.0

It was closed when I dropped off vehicle so unknown if personal helpful

Rating:

5.0

This location was very easy to deal with, extremely helpful and wouldn't hesitate to use them again...

Rating:

4.0

All was good!

Rating:

5.0

Honestly nothing, it was easy to pick up and drop off, extremely hassle free. Excellent service, thank you again

Rating:

2.0

This review is not a reflection of the staff at this location - they were helpful, kind and accommodating. I picked up my rental truck at the agreed upon time only to discover the fuel tank had been vandalized / damaged. As I was filling it with fuel, the fuel was going right through the tank, all over the ground underneath the truck. I then had to call for roadside assistance and was unable to get a truck until the following morning which delayed my moving arrangements. I’m not sure what the solution is to prevent this from happening in the future other than having a secure lot where the trucks are kept in order to keep vagrants off of the property.

Rating:

5.0

Gary and his wife were accommodating, friendly, and prompt. I'll definitely go to them again if needed!

Rating:

5.0

Very helpful

Rating:

5.0

Very user friendly check in and check out. FYI, The keylock is not in the box as indicated, but It is at the back of the truck you rent.

Rating:

5.0

Very helpful

Rating:

3.0

Booking process should indicate that this is a contactless location and let renters know that the process needs to be conducted on the App.

Rating:

5.0

Keep[ doing what you are doing ! VERY good value !

Rating:

5.0

Store owner was extremely helpful, accommodating, and very easy to deal with. The trailer was easy to access, clean, no problems at all. Thank you!

Rating:

5.0

Nothing ,,, Great location Very nice sales people Price was outstanding.

Rating:

4.0

It was after hours, no personal on site

Rating:

5.0

The entire rental process was efficient and well-organized. Staff members were courteous and knowledgeable, and the equipment was clean and in excellent condition. I appreciate the smooth experience — no immediate improvements come to mind, but maintaining this level of service will certainly benefit future customers.

Rating:

2.0

The instructions provided for picking up the truck were wrong when doing online check-in. A call to the location - we were able to sort it out. The cab of the truck was dirty inside (seeds everywhere). There was broken glass in "mom's attic". The location is handy, but the parking lot is pretty tight.

Rating:

1.0

This location should not be part of U-Haul. Operator was rude, uncooperative and lied to me. This was by far the worst experience I have ever had with a U-Haul operation

Rating:

1.0

They charge me extra for nothing I called them no answer

Rating:

5.0

All was great! To take the photos was challenging but I figured it out after some time to allow camera to take photos.

Rating:

1.0

The roll up did did not go down, ruined our entire moving day. Tried contacting uhual who transferred me to somebody who then proceeded to tell me they couldn’t help me.

Rating:

2.0

Equipment was old, steered terrible, smelled awful. Blankets were to be supplied, had to phone and get codes for other trucks to take from. No on site service. Was told by phone, just use the app. Or drive a few blocks to a convenience store to wait in line.

Rating:

3.0

Something funky going on with this one and things gauge.. take a picture before and after even if the app doesn’t prompt you to. Trying to charge me $42 for gas refuel surcharge when we only went 10 km and out $10 gas in… I mean come on! Has been escalated all the way to the top! Don’t rent here… if you do trucks aren’t on site, you have to drive somewhere else!

Rating:

5.0

N/A

Rating:

3.0

I washed the windows and cleaned the van myself before I used it and'd prefer to receive it clean and neat