At pickup, there was an agent in training and may have been a little flustered and this is okay. However, as a customer I would appreciate a "please and thank you" rather than a demand for my CC and DL. Drop off was without incident and there were different personnel on duty.David R.
Customer Reviews for Kensington Auto
(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.
Customer did not leave a comment.Glen H.
I had the worst experience dealing with Kensington u haul dealer. The Philippino guy was unprofessional and highly unethical. He should be ashamed to rip off customer intentionally. Took cargo van and the fuel gauge showed full. I drove 24 km precisely and returned the vehicle back. This guy owns the gas station too hence he demands you to refuel only in his station while dropping back. I had to refuel for 14.595 lit even though the fuel gauge showed full, costing me almost 20 CAD. So, the vehicle used 0.6 lit per km as per basic math and when I questioned about this issue he blatantly refused to address my concern and blamed U-haul generic system. U haul shouldn't allot their dealership to criminals who are all set to steal customers money. HIGHLY DISAPPOINTED !!Vignesh R.
Break system was not working properly... Driver side door not closing we have to do Hard close... Especially break system worries me lot.. While returning I shared the feedback to them.. Please fix break system before renting to othersPrabakaran P.
Customer did not leave a comment.PAT F.
"Bob" the owner was rude, dismissive and unprofessional. Had I not been on a schedule, I would have cancelled my reservation and gone elsewhere. He refused to look at my concern or even try to explain the discrepancies between this visit and my previous rental 2 weeks ago. I will not be using U-Haul ever again as I have many other rental options and this man went above and beyond to be ignorant.Tracy P.
No issues. It was handy to be able to fill up right there as well.Richard W.
Customer did not leave a comment.arhan K.
Customer did not leave a comment.Norman B.
The location is excellently situated, but space is limited and parking must spill onto the street. It took me a few minutes to find the right van. Friendly and efficient staff and the vehicle drove well and was clean. Thanks.Michael B.
Customer did not leave a comment.Barbara J.
Customer did not leave a comment.Mark K.
Customer did not leave a comment.darren A.
Dude was greatLeigh L.
Customer did not leave a comment.samer H.
Customer did not leave a comment.Eric A.
Customer did not leave a comment.Henry V.
Staff that took my information and set up the truck were very helpful and quick to get me in and out. Finally a neighbourhood u hail that shows care for the business and its customers. Well doneDan R.
Customer did not leave a comment.Chris K.
Customer did not leave a comment.rica C.
Customer did not leave a comment.Laurie G.
Customer did not leave a comment.Yemane O.
Customer did not leave a comment.Nathan B.
The two gentlemen who helped me in the morning were both very kind and helpful.Christa V.
Pricing was not clear. Fortunately it was less than anticipated but we seemed to get two different estimates. In the end all was good.Boyd B.
I booked online for a pick up a truck at 7:30 am and I was instructed to have a cell phone for pick up. When got there, the app mentioned that I should wait till 8 am for somebody to open the shop. I can't understand this and I missed my schedule.REZA L.
I found the owner of this location condescending and was alarmed that the young man working for him hasn't been given any training regarding proper body mechanics to move trailers around by hand.KRISTINE M.
As much as the people at this location were great, using â€œpick up my truckâ€ took a very long time. I thought this was supposed to be fast and easy. I saw people go in and out using the counter in half the time.Edward D.
Customer did not leave a comment.jason E.
More clarity on the feesMaura M.
Customer did not leave a comment.Dan M.
The customer service was excellent. Exceeded expectations, were exceptionally friendly and helpful. No waiting like at other U-Haul branches. The only downside was the vehicle was out of washer fluid, and it seemed like there was no blade left on the wiper. This didn't hinder our move, but would be helpful to have these items checked.Kendra C.
Rude. Will go to another location RudeDouglas B.
Courteous and prompt service!Joseph K.
Customer did not leave a comment.Rakesh K.
Customer did not leave a comment.Martin R.
Customer did not leave a comment.Mohamad A.
Customer did not leave a comment.Alex A.
I recommend this placeMaher S.
The site was convenient for my move. Staff was friendly and efficient.Adam G.
The customer service was terrible. Neither of the staff working were friendly or helpful. myself and several others waited over an hour for service. Upon arrival, I was quoted a 20 minute wait because of â€œSystem errors,â€ but the wait was much longer. They had no idea who was next in line, and kept helping random people that would walk in instead of people who had waited in line and by the time we finally finished up, there were easily 15 people waiting for their vehicles. I could've handled the wait if the staff had been friendly, but they were clearly overwhelmed and taking it out on their customers. Today was definitely one of the worst customer service experiences I've ever had.Erica L.
This place could definitely use better customer service.cj J.
Customer did not leave a comment.Konrad S.
Customer did not leave a comment.DONALD C.
Customer did not leave a comment.Mark M.
Oil life indicator showed that vehicle was overdue for oil change.Roland S.
Customer did not leave a comment.G. Phillip F.
Customer did not leave a comment.Michelle B.
yes great place to drop off and parking was easy. i really liked my experience with this truck. great price too.Jean-Michel G.
Was tight to park a 26 foot trailer, was glad to have someone with me to direct for parking. Otherwise was a great experience. We dropped off after hours, and the gentleman was still there and came out to make sure we were getting along alright. He said the parking was a good job and that was nice to hear!Cory S.
Customer did not leave a comment.Barbara J.
Customer did not leave a comment.carlee S.
I booked a check in/out with my phone option but this was not allowed when I arrived. This caused significant inconvenience for our timeline and quite frankly ended up being more work and annoyance than it should have been. The location was good, but the U-Haul website not allowing us to check in via phone was incredibly annoying.Shelby C.
Customer did not leave a comment.Shawna S.
Easy, quick and efficient.Paul S.
Customer did not leave a comment.Farouk S.
Your did not stand by your self pick up plan. Without any notification, you made my reservation into a hand delivery. I sat waiting until open hours of the dealer while incurring labour costs while waiting. Your 1 800 agent couldn't help. Passed me onto someone who disconnected me. Worse yet, the 72 call back supervisor was rude, un sympathetic and couldn't care less about your screw up. Would give not consideration to my case and worse yet was more concerned that your 2nd contact agent gave a $50 credit to me that she should not have. His name was Helmut I thinkKevin D.
Customer did not leave a comment.David H.
Customer did not leave a comment.Adam F.
Don't cheat your customers and charge them for what they didn't want. In this case, CDW coverage which I denied but was charged on the final bill.Nasser M.
Customer did not leave a comment.Kaitlin G.
Well run and organizedjoseph S.
Customer did not leave a comment.Neil R.
The van was in good shape, clean outside, but dirty inside (dust on the dash, windows coated with a film, dirt around the floor) and there was no windshield fluid (if this is the customers responsibility tell them). Check-in was easy and the agent a pleasure to deal with.Conrad H.
Attendant at the Kensington Rd location was absolutely outstanding! Best customer service I have had for a very long time, polite, considerate, efficient. He also treated every customer in the store the store the same way. I was impressed! Thanks U-Haulmichael S.
Very helpful staff. Great customer relations.William G.
Excellent customer service. No surprises at all. Great vehicle.Christopher D.
Dirty location, dirty truck. Truck shouldn't be on the road.mark C.
Flexible staff and useful equipment. Be sure you understand all the additional fees before you sign. $19.95/day is absolutely NOT what you will pay. Our cost was $69 plus the gas we used.Gloria T.
Customer did not leave a comment.Lori B.
Customer did not leave a comment.Bernard R.
I booked my rental several weeks out. The day before I picked up, I realized I might need a bigger truck, so I went online to see if there were bigger trucks available at this location. The Uhaul site said there were bigger trucks at Kensington, so I changed my order. Later in the day, I called to drop a dolly from my order and was informed that my truck location had changed to Airdrie because of the last minute change. I wasn't thrilled I hadn't known about it, but called Airdrie to speak to them about the dollyâ€¦and they informed me my time had shifted from 9am pickup to 2:45pm. I absolutely panicked, as everyone was scheduled for 10am. I called Kensington back to find out if I could get the smaller truck back, and luckily was able to do thatâ€¦but if I hadn't called about the dollies, my moving day would have been extremely stressful. I think your website should have advised me the truck was not available at Kensington, so I could have made an informed decision - especially as the new location was in Airdrie for the entirely wrong time. So, long story, short, the Kensington location was great but my experience was terrible.Andre N.
The online check in was actually slower than an in-person check inRichard W.
Customer did not leave a comment.Nicole S.
Customer did not leave a comment.Barry N.
Customer did not leave a comment.Sam Y.
Customer did not leave a comment.Aian Lemuel S.
Customer did not leave a comment.Eugene B.
Customer did not leave a comment.Vi N.
Should be more organized. Booking service should be improvised.Maulik P.
I was very satisfied .. no improvement required with my interactions.GRAY S.
Customer did not leave a comment.Margarida D.
Customer did not leave a comment.Michelle R.
The man who checked me in was extremely rude and condescendingSarah T.
Great customer service. Thank you!Carmelina N.
Customer service was good, professional and corteus. The passenger seat was full of Dog's hair, definetely the Van was Not clean. I feel that after these times of Covid, we are looking for cleanliness and safety... Understood, it was a busy Sunday morning for your team... Thanks.Raul R.
Customer did not leave a comment.Orlando P.
The truck I rented online at the location I wanted was changed to this location. OK. Then when I got there the dolly I ordered was not available so I had to take an appliance dolly that was not very useful at an additional charge. The truck speedometer was in Miles per hour and therefore the miliage was in miles. I could not change it. I could not verify the total distance and the amount charged for gas because the clerk was too busy to tally the total and had trouble converting the dolly charge to the appliance dolly charge. I left without a receipt. I trust that UHaul is fair and so I have to go with the charge to my CC on the receipt I received the next day.William Marc B.
Lower the price this cost far more for a relatively short trip than I would have expected.kim A.
Customer did not leave a comment.Axel L.
The ser ice was very friendly and knew what they were talking about, however the truck was filthy inside and out.Desiree L.
Staff were disrespectful, irritable, sarcastic and unhelpful. When I asked a question the guy I asked just turned and walked away. You need to do some basic customer service training.Russell L.
Customer did not leave a comment.Alex K.
Customer did not leave a comment.Tafadzwa Annah S.
Customer did not leave a comment.Shawn M.
We booked well in advance- and I received a confirmation - but up until a few days before, I had no advice as to where my truck was - very stressful having packed and not knowing where/of my truck wasâ€¦.Mark G.
Customer did not leave a comment.RYAN H.
Service was excellent and well informed and helpful. Quick and efficient service.Michael S.
Take the hold off of my credit card as soon as I bring the rental back, keeping a hold on days after the contract is over is criminal.Bryce K.