The experience overall was excellent and the customer service was just as good. The only downside was we needed a 20’ truck which we were told we were going to get then got an email saying it was changed to a 26’ then 15’ and then at the end of it got a phone call saying they only had a 10’ available although we seen other sizes at the location.
Dany J
Customer Reviews for Kootenay Pawnbrokers
(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.
Conveniently located and efficient return service.
THOMAS BJason was very helpful with the return of the truck. Excellent location.
robert gGreat job!
Helen SI didn't get the gentleman's name at the drop off but he kindly took the dolly out of the car for me. (I was so tired that I forgot to leave everything in the cab of the truck when I dropped it off). It would be helpful if you put a big sign where people drop off the keys to remind them to take the dolly, furniture pads, etc and lock them in the cab of the truck. Maybe even a sign in the back and cab of the truck itself.
david aThe truck needs a tune up for sure ran really rough. Customer service however was beyond excellent they came to my rescue when I really needed them.
Wendy GThe facility was not open when I returned my rental so everything was done online or by phone (see my photo comments above)
Bruce HGood service Jay!
Richard GI received great service at this location.
Chris PTreated very well. Thank you so much!
Nicholas CYou guys rented me a uhaul with bald tires in the middle of winter and the e brake didn’t work. I had a heck of a time with parking this thing as it would slide on the ice and snow because of the tires. I couldn’t get this thing back on time because of a dump of snow and I had to make a road side assistance claim for new tires and you still dinged me for an extra day charge. You guys are a joke and you put my life in danger by renting a unit that is not road worthy here in Canada. I called uhaul on the day of to explain the situation and you still charged me for an extra day when it was out of my control. I will never do business with your crap company ever again.
Aaron MThe 26' truck worked great for me
Joerg KIt would be great if I could have rented a pickup here.
Joerg KThe address on here is wrong and the address given to me for the drop off was wrong. It's 1950 theater Rd. I was given 1905 theater Rd. We did 5 laps until we found it. Which wasn't exactly fun. Because Cranbrook doesn't plow side roads.. the lady was nice.
TIFFANY WSo over the course of a few miserable weeks, the roads were horrifying and I was in touch with a very helpful man from Calgary throughout the whole thing and they were very accommodating, I have to say, I just put the trailer in my yard and kept it there until fortunately they actually found a storage company that would take over taking in the small trailers, genius! Once that was established I was able to drop the trailer off there when I could dig it out of the snow and all is well with the world again. They did not charge me for the days that I had the trailer and couldn’t move it of which I was very thankful for. Now hopefully this makes it easier for many people that I have already talk to you that have had the same experience bringing a small trailer to Cranbrook, bravo U-Haul!
Debbie SThe people here were very helpful, the whole process was very easy. The truck I used for my trip was very good.
Murray EThe customer service is absolutely horrendous. I had "all weather" tires that would be great for Phoenix AZ USA where the truck is from. Not so great in this Canadian tundra. It took over 24 hours to yet it towed back to the return location a while day late as it was not safe to drive on the frozen snowy roads. Everyone was less than helpful I actually had to get the Canadian equivalent of the DOJ involved for them to listen. It put myself and my husband's lives, not to mention the countless other on the roads lives at risk and the after hours woman who I spoke to who has never even been to Canada and lives in AZ said that "I should be fine with the bald tires I have". Then when I asked the gentleman who gave me the truck for future reference what could be done he said "well you're supposed to ask for snow chains." I'm from California. That's definitely something I'd think of in a place where studded winter tires are required by law when I grew up where it 25-30 degrees in the winter. Not -12. I wouldn't recommend. If no other option get your own damn tow and then send them your receipts for reimbursement. They did give me the extra day for free so I had no late fees. That's the ONLY good thing I can say I will be borrowing a friend's vehicle or using a different moving company in the future.
Tara GAll good.
Nico BWhen picked up uhaul was way over what i was quoted but 300.00. Truck was completely out of coolant which isnt cheap. Truck was poorly maintained which made difficult to drive on highway. Broke down and needed to be towed away.
Shannon HYou could be upfront about the charges. I was quoted less than 1100 and the bill came out to over 1200.
theodor rHe honored what the Souther Alberta Uhaul promised. Was greatly appreciated
Christopher NCheckout was a little confusing. Website gave the impression that the credit card I used would be where charges were sent to, but when I picked up the truck I needed to pay. Not the location's fault. Website could be much clearer.
richard mThe vehicle seemed to have a lot of play in the front end. The vehicle was clean and good service from the dealers at both sites.
thomas bThe 24/7 system didn’t work properly. I was on the phone with an agent for 45 minutes to work out the bugs before we could get the truck. The 24/7 online service needs to be made much more simple so it doesn’t malfunction.
Tom HFound paperwork from a recent user and check engine light was on the whole trip
Bonnie EExcellent service.
David BOverall a good experience and very helpful.
Kenneth LJason at this location truly went above and beyond! He redeemed my experience, he was helpful and had awesome customer service.
Shannon BI forgot my phone in the truck I returned. Pls help me to keep that I will be back there to pick up
Nghi NWas difficult to park in the lot. Had to move merchandaise ourselves to fit our truck in.
Jacob HThank you … it was a good experience
mitch sHave the price at the til match the price at booking.
Shalyn NNothing. Excellent customer service!!
LINDA MI called to ask if the driver and truck being used needed to pick up and was told no. Location also didn’t want to help load and was rude. We ended up going to our Creston location to sort this out. Creston depot was awesome!
douglas DThey were very accommodating and helpful.
mark rWe rented the uhaul through Creston bc. She did not have one at the time as 2 of them needed work on them (lights had to be fixed.so she said if I don’t have it fixed by the day you need it I will find you one and that was cranbrook. We were headed for a load to pick up at High River AB. We retired to Creston on the day we were supposed to and she said “oh no you can’t drop it off here it has to be dropped off in cranbrook.” We have many times rented a uhaul at one place and dropped it off at another place. So it was an extra $125.00 worth of gas plus wasted a morning of work. This is a rip off and like I said we have moved lots and never before had this issue. We will no longer deal with uhaul as very very disappointed. Any questions please call. 1-403-485-8424. Would love to discuss this matter with head office.
PAUL FIt was very helpful that the customer service representative hooked up the trailer and checked all the lights.
Sherman YInspect and repair/replace tires as required
Ken BUnexplained additional charges were put on credit card. More fuel than was required was put in tank and truck was cleaned so mystery charge still made with no explanation.
Greg CEverything was great
Colin RDropping off the uhaual after hours is great just a confusing process
Mario MFriendly and helpful staff.
daryle KThe Staff are more than helpful!
Wael KJust A great person to have dealing with you .No need too look for another U-Haul place
Glenn ATire tread was poor, summer tires. The law in BC on roads after Oct 1 is to have winter tires on, and this had bald summer tires. Customer service not great, seemed bothered by us.
Nathan LGreat service but had a bit of an issue with the Sparwood location not being open till 10 am and when in need of a last-minute change it was hard to get a hold of anybody.
Steven GHave more employees working on a Saturday when many people move. Have the vehicles filled with gas fuel.
benjamin JNot much
Paul SPersonal very unfriendly and unhelpful
Leonard RI did an after hours drop off none of this applies?
Shelton NSometimes it was a bit difficult to contact the agent on the U-Haul line and had to resort to using the main business line. Great service once contact was established!
Roderic WApp is was hard to use to do the drop off
ROBINELIZABETH VNo issues on drop off thank the maker
Skylar HThis location was great. Friendly, quick and everything was on time. My only complaint would be the actual U-Haul company side. I was on a super tight timeline and had to drive 130kms to get a truck. The confirmation that I could actually get what I needed was not until 2 days before the pickup when I booked 5 weeks in advance.
Travis SExcellent customer services will always recommend uhaul
Todd NHave a checklist that shows that the vehicle was checked for safety and equipment working order. A dated and signed checklist would give more confidence to the customer.
Wayne LWould be nice if Uhaul had a more consistent venue and level of service... like Budget has their own office when renting trucks or cars rather than various Pawn shops and mechanics or drycleaning services as the Uhaul Pick up etc. Never know what to expect.
CAMILLE C