Customer Reviews for Kensington Auto

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.

Testimonials from recent customers of Kensington Auto

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Kimberly D. on

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The young boy gave me a hard time because I can’t back up these tiny trailers. I told him he was welcome to get in the truck and do it himself or just push it into the parking spot by hand. He lipped me off. His supervisor came out and told him to move it by hand just like I told him. No one needs lip from a wet behind the ears kid.

Bently R. on

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New employee did well at asking others for help rather than stumbling around to find answer. Maybe have new employee ride shotgun for a day or 2.

Colin S. on

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Staff could act more professional

David E. on

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Nothing

jennifer j. on

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Honestly, the people and location were amazing, but I would never rent a cargo van again due to the poor visibility. It otherwise seemed fine and roadworthy. They should have some kind of BLIS system to help visibility.

Robin H. on

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Customer did not leave a comment.

Kerry S. on

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Smooth drop, off representative was on the phone and put them on hold to look after me! Thank you! Quick considerate and efficient!

Nicole A B. on

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My app didn't work for after hours check in but the employee inside was very friendly and helpful with getting everything set up. I would not hesitate to use this location again.

Bonnie C. on

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We used a location which we had just rented a storage locker from and had hoped to tent the uhaul from the same location for or convience.the uhaul we rented the locker from gave us outstanding assistance.

Kelly W. on

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The gentlemen I dealt with at this location were lovely but as there isn’t a space to comment on customer service I will here. My reservation was changed after I booked and I was not informed until the day before I was scheduled to pick it up. The woman I dealt with on customer service was rude and did not seem to care that this was causing me stress. As it was due to an error on your end, I felt that they should have been more compassionate and understanding. This will cause me to rethink ever using uhaul in the future.

Greg B. on

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Customer did not leave a comment.

Rebecca c. on

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Minor hiccup in the paperwork which we (employee and myself) realized only after I returned the van, but everything else was fine.

DERRICK H. on

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Excellent experience. Thank you

Amanjot S. on

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Nevin M. on

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Leslie A. on

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Very busy place with staff trying to address rental & gas station services. However did not wait long. Happy overall. Convenient location for our drop off.

Chris B. on

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Carly H. on

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All we did was drop the truck off. I wouldn’t rent with uHaul again after this experience.

Niels K. on

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Seymour M. on

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Franciso B. on

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Fast and efficient, van was ready to go when I arrive for pick up.

laverna W. on

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Reservation process was difficult - Wanted multi-day reservation which could not do online, Kensington Auto said had to call central dispatch who did one day reservation then had to call Kensington to get multi-day reservation - not good system

Veronica M. on

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Poor customer service

Yoowook J. on

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Employees are not polite.

Luis T. on

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Service very fast, truck was ready to pick up.

Steve A. on

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Good, quick service.

bruce s. on

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Very accommodating staff

Tom N. on

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Customer did not leave a comment.

Quincy C. on

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anne drew p. on

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I found the agents at this location were somewhat impatient with me. They were frustrated that I could not move the truck to their preferred location for inspection, but this was because it was blocked by another truck. I offered to wait or have them move the other truck but they chose not to do this. They had no access to sort out the mess that had been caused by the computer system being down when I had picked up the truck, but they did their best to try to confirm that my payment had been processed. They did their best to be thorough and efficient in helping me, and I observed the same in how they handled other customers that were there while I was present. Again, the lack of communication or access between the actual pick-up/dropoff sites and the central booking system would seem to be the main problem, and not in control of the local staff.

Mark B. on

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Customer did not leave a comment.

Michael K. on

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The individual I rented from would probably be happier if he didn’t have to provide U-Haul at all. When I first showed up he said because I had chosen the self-serve option call mom I probably wasn’t getting a truck on time. He was able to bump me up from a 10 foot to a 15 foot for the same price and I did get out in about 15 minutes but the lack of communication between self-serve and dealers Seems to be creating a problem. Well the self-serve option makes sense, the number of hoops that need to be jumpe seems to be creating a problem. Well the self-serve option makes sense, the number of hoops that the customer has to jump through is ridiculous. I don’t believe it saved any time and someone with less technical know-how would be lost. I’ll be making sure to use the full serve function next time, if there is a next time. If you want to do something like self-serve, look to Car-2-go. The fact that your trucks don’t have GPS it’s an oversight and could have solved several steps. Having the customer to someone else’s work it’s counterproductive and lazy. Either innovate and make yourselves the technological leader or stick to the full-service plan

James S. on

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Customer did not leave a comment.

Terrence L. on

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Robert C. on

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Sean G. on

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ryan j. on

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Stephen G. on

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Arranged pickup time was 8am & we were there just before 8. They did t have staff for us to pick up our rental until 8:30! We drove the trailer ten minutes to our loading location and spent four hours loading then noticed one of the tires was flat. The renting agent accepted no responsibility for the tire & referred us to U-Haul roadside assistance. It took half an hour on hold to get this information. The contract didn’t have a phone number for roadside assistance, so we had to call customer service and be on hold for another half hour to get the roadside assistance number. Roadside assistance was answered quickly and the agent was wonderful. The contractor arrived within half an hour and had us on our way in minutes. The delay of almost two hours cost us a parking ticket that could have been avoided if the agent had ensured the tire was fit to use before renting out the trailer.

Lye Mooi L. on

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Went at 3 pm to pick up cargo van. Waited for 30 mins. as computer froze up. Apparently something to do with U Haul software. Waited for call to U Haul to unfreeze whatever the problem.

Sheena A. on

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Customer did not leave a comment.

Daniel S. on

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Joemary P. on

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Melissa M. on

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My pick up was great but being told to 'watch my email' for my total after I dropped off left me uneasy until that email came. Overall a good experience.

Travis D. on

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Nothing special or horrible about this place. Overall acceptable experience.

Leanne T. on

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When I called about after hours drop off the staff was helpful but when I called back the next day to enquire about the information on my receipt I very much got the impression I was not very smart and that the staff member didn’t have time for any questions. He was quite dismissive and didn’t leave a good impression unfortunately.

MAJED L. on

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Everything was great. They were ready, willing and able to help me with all of my moving needs.

Ben W. on

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Customer did not leave a comment.

Melissa S. on

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Very efficient and friendly. Would use again

Anna d. on

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Toshiyuki I. on

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Marshall W. on

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Thomas k. on

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Clean trailer on outside inside was clean My truck was clean so this reflexs to others

Wendy C. on

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I was truly disgusted by the state of the cab. I had to take wipes and clean everything I had to touch. Coffee spills and sticky everywhere. Otherwise the experience was great.

Mike A. on

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Pick up was very slow. Sales guy said the UHaul website was locked up and really slow so I had to wait about 25 minutes just to start my rental paperwork. It all went extremely quick once I was

Byungjo L. on

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Customer did not leave a comment.

Ted L. on

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Nothing

Steve H. on

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Truck was dirty. However, we've been through a lot of bad weather, so that's not unexpected. The only thing I might have appreciated was if the cab had had a snow brush/scraper to clear off the windshield. Staff was friendly and helpful.

fredinand f. on

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Poor customer service, made you do your own walk around, didn’t provide keys to check fuel level and confirm upon pick up. When returned vehicle attendant said he was only one available and couldn’t leave his post. Had to leave vehicle and wait for text to say everything was okay.

Korissa B. on

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FRANK M. on

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Murray M. on

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Jonggoo P. on

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Deja L. on

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I was called last minute and told they didn’t have a truck for me and to call the contact centre. Once I called them, they told me the location did indeed have the truck. So I called Kensington back and they realized they actually had it. This is very stressful to happen less than one hour before a move. I will say that the man who handled this case-although he made a mistake-was calm and courteous even when I was not and that was appreciated!

Shawn S. on

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Reza G. on

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George S. on

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Friendly, informative, and courteous. I can ask for no more than that. Thanks.

Judd J. on

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More parking for private vehicles

Henrietta F. on

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I understand theft could be a problem, but it would be so amazing if a dolly and load lock bars or staps would be included in the rental rate.

ramiro p. on

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Customer did not leave a comment.

Billijoe K. on

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quick service , straight to thee point and they get you on your way hassle free and have a gas station you can fill the tank back up at Quick service on the truck return as well, in and out service , great location

Warren B. on

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Customer did not leave a comment.

Hailey N. on

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The service was amazing. The guy that was working helped us attach the trailer, and take it off. We were expecting to do all of that ourselves. Pick up and drop off took no longer than 15 mins each. Thank you for making my moving day so smooth!

Tanya M. on

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Customer did not leave a comment.

Tobin H. on

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Awesome customer service at this location!

Marissa C. on

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Customer did not leave a comment.

Kevin L. on

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Stephen H. on

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Better customer service training for agents renting equipment.

Bruce N. on

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completely hassle free.

Stephen V. on

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Had to sweep out the back of the van as the last renter used it to haul top soil and it wasn't cleaned out. The van ran, so not much more to say. Pick-up and drop-off at this location was pretty quick and seamless. Note that this is not an corporate U-Haul site, as there are very few and if you have any issues, it is the U-Haul corporate office you need to try and work things out with.

Doug R. on

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Drop off was even quicker and easier!

Mathiew D. on

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Customer did not leave a comment.

Erin L. on

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Streamlined and quick rental process. Very impressed.

Cheryl G. on

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This location was given as a drop off point, I was not asked if I had a preference, and it was located halfway across the city from where we were staying. There was another uhaul dealer five minutes from where we stayed, but had to take over an hour to return the trailer.

Rob S. on

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Customer did not leave a comment.

Jean-Sebastien S. on

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Elizabeth R. on

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Kwang Yao C. on

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Shop owner was very communicative when my vehicle got into an accident the day before my pick up. Gave me alternatives and was really nice over the phone. Wished they had opened later so I could return it over the counter instead of dropping off in the box.

Carol S. on

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very unhappy. told when we arrived for the truck that I had a flag on my account & I couldn't have a truck. Apparently a so-called friend of my son's who was going to drive on my son's Sept.2018 move but then didn't as his license not up-to-date had an outstanding balance which got linked to my account.. I was totally unaware of this &ended up being out of pocket over $400 for this Adam's negligence. I should have been forewarned of this matter & should not have to pay for someone else's move. This is not the first problem we have had. On a previous move the gas gauge didn't work & we had to buy a jerry can &fill tank at the beginning of a move as tank empty. My partner, Mike Schrader, booked a certain sized trailer in Revelstoke for a move from Golden to Calgary. He even phoned to confirm before driving to Revelstoke. Then guess what, the correct trailer size WASN'T there!!!! Am so tired of the ongoing problems with U-haul. I could not afford that extra, unexpected expense this last rental!! I am a 60 year old grandma recovering from shoulder surgery trying to ensure my grandson isn't homeless. I did not need that added stress this past rental either. Am not at all happy being put in that situation where we needed the truck & I had to pay for someone else's negligence.

Jose S. on

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people were rude kid that helped me was nice owner or manager was very rude the seamed to be pissed off when i came in and asked to to move the van that was blocking in my rental and on return the manager was not a happy camper i won't rent from here again

Garth W. on

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The van was very dirty.

Henry L. on

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Tanner E. on

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Mervin E. on

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Was unable to successfully download the U-Haul app from the Google Play store over a mobile data connection. It would be nice if the featurs of this app were available to use on the U-haul web site from a web browser like chrome or firefox but this doesnt seem to be the case.

Wendy P. on

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John C. on

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It is the second time and the last one, that I rent a truck at this locations. The service was horrible and the people that rent the vehicles think that they own the trucks and their way of providing customer service is horrible. Bad experience. Next time will look for another company. Very rude guys at this location

Cristian R. on

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The owner or manager, only identified himself as "Bob", was belligerent when he received negative feedback about the stench in which his equipment was immersed upon delivery. It smelled like the inside of a chimney, obviously there was a heavy smoker driving the equipment before. The cabin was sticky and dirty, the truck was old and incredibly noisy. The WORST part was the poor attitude of this person Bob, who recommended me to rent somewhere else instead of owning his misgivings. He even questioned my veracity about how bad the cabin reeked of smoke the day before, it is unbelievable that a business owner would treat a client this way. This person has no customer service skills, and it is bad business for UHaul. This is the first and only negative experience I had with Uhaul in decades.

Tom R. on

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Lots of problems with this location. Here’s one. Just before I drove off with the 10’ Truck, I noticed a padlock on the roll up door. The agent could not remove it so he replaced the truck 30 minutes later without any apology. Imagine what would have happened if I discovered the problem hours and miles later. Negligence big time!

Frank A. on

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Jodie p. on

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Graham E. on

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Fellow at drop off was rude and short with me...said call customer service if you have issues...in short the whole experience lol make sure I never EVER use U-Haul again, EVER. Woman on phone when I called also hung up on me while I was talking. Poor service and support overall