I booked an 8:30 pickup at another location (the one near the Victoria airport) and then had the reservation changed and rescheduled to pick up at the Queens Grocery location. I assumed Uhaul knew better than me where to rent from so I didn't question it. I arrived at 8:15 to pick up the truck for a time sensitive move, only to find that this location didn't have contactless pickup like I requested and didn't open until 9:30 to pick up the key. I called uhaul and was hung up on twice before finally getting a local number to call through the online chat agent. Unfortunately the local agent couldn't do anything more than try to reach out to her manager and get that manager to reach out to the store manager. We missed our reserved ferry sailing because of this delay. We didn't even leave the lot until 9:50 to head to our loading location. The vehicle was grimy but I wasn't in a position to waste time debating that, so I cleaned it with Lysol wipes myself. Spent masks were left in the cab and the cube. It's covid, uhaul! Do better for crying out loud. Finally we got on a later ferry, losing the payment on the earlier reservation, and started our one way trip to Osoyoos, which was specified when rented. On the first descent through the mountain passes, I discovered that the horrible wheel alignment wasn't the only issue with the truck. Every time I braked the front end rumbled and the whole truck shook. Good thing I only had two more mountain passes to traverse in the rain. We arrived in Osoyoos, thankful that we didn't hit worse weather along the way because we noticed that the tires on the truck weren't for winter conditions. When someone rents a truck and specifies that they'll be taking a particular route where winter tires are required, should the vehicle not be fitted with those tires that are required by law?! It's not like I can change the tires out. All in all, uhaul contributed to making an already challenging move during a period of covid and covid travel restrictions even more stressful. The company obviously knows they have a monopoly on the affordable move market and has given up on providing a quality product and service. I literally stood in that grocery parking lot, in the pouring rain, crying as I tried to get anyone at uhaul to help me. The only positive experience from this rental was the kind lady that tried to get someone to come meet me. Ultimately though, she had little control over the situation. If nothing else, uhaul should be ashamed that they would allow a vehicle to be rented during a pandemic without having an agent thoroughly clean the vehicle.Candace F.
Customer Reviews for Queens Grocery
(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.
I major changes. Loved the mobile checkin.Jeffrey J.
I will NEVER use a neighborhood Uhaul dealer again. The service is no where near the service you receive from a dedicated Uhaul dealer. The checkin process was constantly interrupted by other store customers and the interior of the truck was very dirty. Never again!GARY K.
Customer did not leave a comment.CALVIN CHRISTOPH B.
They wouldn't take Visa/debit.. or cash.. demanded a credit card..we are long time users of U-Haul.. never had this issue. Staff could barely speak English which made it more difficult. They sent us to a wrong location to pickup the truck and had to go back!! Wasted 2 hours!! Never again!! Discusting customer service. Had to spend 45 minutes on the phone with head office.. no discount nothing! I want a full refund.Mark W.
Customer did not leave a comment.CHRISTOPHER M.
I found it frustrating that the checkin took so long and that the supplies I had ordered (a dozen blankets and flat dolly) were not available. Ultimately the blankets were removed from my bill and I had to settle for an upright dolly which I never ended up being able to use to move my furniture. I had to recruit my wife to lift/carry these heavy items that a flat dolly would have allowed me to move myself. Other than that the sales person was nice and generally helpful.David A.
Customer did not leave a comment.Neal T.
The pick up location is a corner store, which is a bit different. The gentlemen who helped me was pleasant and able to walk me through the online registration done. It might be something to do with the computer program, but it did seem like we're had to enter the information twice. It was all good anyway.Wendy T.
The owner of the store was rude made me feel very uncomfortable. The store was very unclean and unsanitized in this time of Covid-19. When I asked him to sanitize the key he asked me if I'm going to fully clean and sanitize every aspect of the truck? He told me I have to take insurance but there was no way for him to undo the insurance. I felt VERY Uncomfortable in his store. I called u-Haul to be on the phone with me while I dropped off the key. I will never step foot in that store again!!!!Sarah G.
Have this Vendor take a course on Computer managment. Way to slow. Took foreverPaul M.
It should be stated that the vehicle is behind the grocery store as it's not obvious that there is an area behind it. Also the website date fields validate incorrectly. The driver license dob and expiry date ask for dd/mm/yyyy when in fact validation is done one mm/dd/yyyy. I got stuck and rejected many time before realizing that it was probably validation against the American format rather then the Canadian even though it was stated in the Canadian format.James B.
There was a bit of a problem with the availability of the van. I was told I had to pick up a van at a different location. This was totally inconvenient for me as I would have to arrange for drop offs an pick ups from other people. The 1-800 number person I spoke with was totally unsympathic to the situation, however, when I called the agent where I supposed to pick up from, she was very helpful, and somehow was able to have a van delivered to my original pick up point. I was very pleased with her involvement but totally unimpressed by my other communication with Uhaul. This rental had been arranged weeks in advance and to find out the before it was needed that there was an issue was very disconcerting.Jan R.
I didn't realize the dolly was not in the vehicle when I picked up so I didn't get it, but otherwise I had no problems with my experienceMackenzie P.
It would make much more sense to always have the gas tank on full rather then have to calculate how much to put in when returning it. If it was full when picked up, renter would have to fill to "full" before returning. Your current system seems ridiculous to me.Jan R.
The Van had dog hair in the front cab. Do a good vacuum to get rid of the dog hair.Daniel A.
This location didnt know that I was dropping the truck off there and werent helpful at all. They insisted that I drive the truck to a different location to which i refused as I had already arranged to drop it there and I had already completed the self drop off process online.Joshua P.