Customer Reviews for Trout Creek Centex
(U-Haul Neighborhood Dealer)

Rating:

4.0

Outline the process better for dropping off a rental when the location is closed.( most in my drop off areas are not open over the weekend)

Rating:

5.0

I had an excellent experience overall! Single lady driving over 1000 miles. It was clean, comfortable & very easy to drive.

Rating:

5.0

Again, I thought I was suppose to get reimbursed for the pre purchased KM I didn’t use. I was given 130 and paid for an extra 100 at 89 cents per kilometre.

Rating:

3.0

Uhaul needs to check thier wiring on thier units more often, as their ground wiring is starting to fail.

Rating:

2.0

They don't help load the trailers so if you can't lift the whole trailer on your own as a very small woman I had to call friends to drive out if town for help because every other location has always been able to help load be trailer. Trailer was dirty outside and I had a hard time finding the license plate becuase there was mud all over it that I had to wipe it off to see it once I found it. Unhelpful staff who were confusing. Not recommended and will not go back to this location.

Rating:

4.0

Easy to deal with, attendants knew how to process.

Rating:

2.0

This trailer was filthy upon pick up and stunk like there was some kind of farm animal inside. It was nasty. I moved a couple items of furniture and swept when I was done. Whatever remnance of stink was left in there was from whoever rented it before me. The clerk was rude and gave me attitude for whatever reason, I was simply telling her I didn’t want content insurance and she snapped back telling me I told her I did. Not my best experience with U-Haul by a long shot. I’ll definitely go to another location next time. Wouldn’t let me pick the trailer up sooner than 10am although they are open earlier, and told me the latest I could drop it off was at 3pm if I wanted to talk to anyone, otherwise I’d have to do the drop off online. Not providing much customer service considering they are open late and open early.

Rating:

2.0

The gentleman, although very nice was alone while running a gas station (store) and dealing with U haul. He was untrained and we were held up for 45 minutes while we waited for him to get instructions over the phone. It was like we just walked in and requested a rental. I had submyall the required paperwork previously. Also our location was changed last minute. Uhaul would give us NO commitment until hours before (with changes). The best part of Uhaul was Liam at Liw cost equipment rental in Tsawwassen, BC where we reached our destination. There is so much room for improvement.

Rating:

3.0

Simple drop off, not much to comment

Rating:

5.0

Drop off location was what was expected.

Rating:

3.0

Have someone on the counter that speaks English and checks you out with the trailer.

Rating:

4.0

Fast and efficient.

Rating:

1.0

My reservation was changed twice and it completely disrupted our moving plans at a cost to us. We had to drive over 2 hours to pick up the truck at an additional cost. None of this was reimbursed. Terrible customer service at the pickup location. Very dissatisfied, will not use again!

Rating:

2.0

I had paid for 20 blankets, but there were none. The rep had to delete from bill. Nobody accompanied me to the trailer. I had to lift the tongue in place myself, it was very heavy. Trailer lights were non functional.

Rating:

2.0

The person at the gas station did a good job coming out to help me park, but they didn't seem to know the system very well and they never actually closed the account indicating I had returned the truck. I had returned it about 14 hours early but couldn't get confirmation all was in order until 2.5 days later.

Rating:

1.0

I hate this company.

Rating:

1.0

Well I was late by a half hour and was charged for a another day

Rating:

2.0

U need a bigger U-Haul sign. Easier to see/find for your customers thanks

Rating:

3.0

The truck had a warning light on that a tire needed air. But it didn’t. When we told the clerk he didn’t seem to know what to do about it.

Rating:

1.0

3 times they switched my location for pickup I had to downgrade the trailer size then it wasn’t at the location yet so I had to upgrade to a truck

Rating:

1.0

Our truck was inaccessible at the time we had requested. Once finally received, there were no dolly's inside (we had paid for two) and instead there was one puddle of oil and one puddle of pee. I wish I was kidding. Then we turned it on to find the tank completely empty, had to gas it up to get it home. Also, this truck was booked online and apparently the only one in my area available.... but when I went to the Uhaul closest to my house that day to enquire as to whether they have dolly's for rent, the man informed me he had half a dozen of the size I wanted available. I plan to contact customer service once we are settled in. What a nightmare, do better.

Rating:

5.0

Great job … Love ( yep thats his name ) took great care of us

Rating:

2.0

The gas tank was left at 1/16 of a tank. I was afraid I wasn't going to make it to my destination without putting gas in it. The truck was left a mess. I couldn't use it until I swept it out. I rented the truck for 4 hours and used it for 2 hours dropped it off and got a nice phone call asking if I was on schedule to bring it back... talk about feeling rushed when I had to spend my own time cleaning out their truck!

Rating:

5.0

None

Rating:

5.0

The attendant was quick and respectful and also very helpful for the return process. That was also very quick

Rating:

5.0

Quick and efficient service.

Rating:

3.0

Help pointing out and attaching trailer, instead of just saying your trailer is out back - boxes and blankets available at this location would also make things easier

Rating:

2.0

Interior was dirty. They did not have the blankets we ordered.

Rating:

3.0

Interior was filthy - the wiper blades were useless - it did have a dolly which was appreciated

Rating:

4.0

Super easy to find the location and staff were friendly and helpful Only reason I rated this 4 stars and not 5 is tajt it would be great if they were open longer hours.

Rating:

1.0

Get your computer service running properly. Get your staff organized.

Rating:

1.0

Extremely under informed staff need mega training

Rating:

5.0

In and out quickly. Staff very friendly and accommodating

Rating:

1.0

Employees need to be trained properly & better communication skills, like English would help

Rating:

2.0

There was no clear indication on where to park the truck so I just had to "guess" and hope for the best. I asked the store clerk where to park and he didn't know. I parked in the spot I thought was correct and used their app to return the truck. The app was laggy and didn't want to accept my photo of the mileage and gas indicator to show that I filled it up. Then the app told me to put the keys in their orange lock box (they even showed a picture). I walked around the lot but couldn't find the lock box anywhere. I went back into the store and the clerk said oh you can leave them with me. Again, hoping for the best! They didn't send me a receipt so the next day I logged into my account and it was still showing that I had to return the truck! I had to phone someone to tell them that I returned it and they questioned me like they didn't believe me. If there was another do-it-yourself moving company then I would use them over U-Haul next time.

Rating:

1.0

After a hassle of a time trying to pick up our reservation, we are now stuck with a bill that we didn’t rack up. Uhaul drop off attendants tried to charge our cards for $700 of unauthorized charges. After many calls to get this resolved how we were treated when picking up and dropping off the rental, all we got from a uhaul rep on the phone was that he didn’t care about our problem. We won’t be using uhaul again or recommending it. We feel scammed by this company.

Rating:

3.0

Good location because it was near Summerland for us.

Rating:

5.0

Grate customer service and rate

Rating:

3.0

All good. Simple self serve drop off.

Rating:

5.0

Great service. The website was a little confusing. Due to the address change from Maple Ridge to Surrey. Just a 1 hour detour.

Rating:

3.0

When we dropped the truck off there wasn't anyone there with knowledge of signing off on the truck and doing a walk around.

Rating:

3.0

Systems should be available at site so I don’t have to contact customer support. The agent I spoke to was amazing.

Rating:

2.0

The rental agent should be aware if the equipment is good working order. Ours was not.

Rating:

5.0

Have a sign for a drop box for keys. I had to go around and inside the gas station to drop off the key as I didn't see a box anywhere.

Rating:

2.0

Don't promise equipment before you call to confirm with the location. I did not receive what I ordered.

Rating:

1.0

Ditto

Rating:

2.0

The person who helped me at the Summerland location was great. Friendly, super helpful. Sadly, no moving pads which I had ordered online. I also decided on the spot to rent a dolly. No dolly. I had trusted Uhaul when I purchased 10 moving blankets online because I had family heirlooms and antiques to move 380 kms. I ended up using hand towels and diapers to pad the load. I had ordered a 10' truck weeks before. Uhaul's Website gave me a pop-up message that there was not a 10' truck but essentially that Uhaul was there for me and had my back. ( I was not too worried at the time. There are several neighboring cities like Penticton or Kelowna). Two days before my move I called Uhaul to add the car carrier that is suggested online for 79 dollars and up. The nice person was happy to take my order. I got a call on my voicemail later that day that there were no trucks and no car dolly's available but the message was unintelligible. I called back three times from work but was on hold so long that I had to go. I finally called a different Uhaul number and was comforted from the not so pleasant employee that I could relax because the number (Vancouver I think) was 24/7. I got home at 7:05 pm and called. It was closed. I went to their 1-800 number and got an employee 2000 miles away in a call center. They could see my order but had no information for me. I checked my email and WOW, Uhaul had notified me that they had a truck and car dolly for me. It would be ready for pickup the next day which was the date I had requested. This is where the real nightmare begins. The Uhaul they "reserved for me" was about 5 km's down the road from where I live in the lower mainland of BC. I couldn't believe it. That would mean that Saturday morning, I would drive 5 Km's with my car to Pitt Meadows. Rent the truck and car carrier. Load my car on the car carrier....and drive 380+ Km's to Summerland BC. Unload the car. Unhitch the car carrier. Load the Truck. Re-attach the car carrier. Re-load the car. Drive 380+ Km's back to Pitt Meadows....all within 24 hours and have the truck back by Sunday according to Uhauls "We got your back" policy!!! Oh, and according to that quote and those instructions, I would be paying additionally for every Kilometer driven above 400 so I would end up owing a huge bill on top of the ridiculousness Uhaul was suggesting. I did reach Uhaul the next day and asked, "Are you insane!!??". Uhaul did find me a truck in Summerland but it would be a 15' truck, not a 10' and of course I was given the 15' price with no concession. And by the way, there is no car carrier in Summerland but 60+ km's away in Kerimeos is the car carrier. Again no concession. As stated above, no blankets, no dolly in Summerland. After loading up in Summerland, we drove to Keremeos. The employees there were nice to me. However the trailer was no in what I would call "rentable" shape. The straps were encrusted and the strap ratchets were ceased with grime and dirt. An employee helped me for about a half hour with half a can of WD40 and tools to pry the ratchets loose. The Left taillight was broken and the right tail light had no turn signal or brake light. What was I to do? I am on the Hwy in the middle of nowhere and I have to get home. In the canyon I have no data service but that didn't stop Uhaul from getting a text to me to review the condition of the equipment...but I couldn't do that and by the time I could....I got "sorry the time window for you to do this has expired". Thanks Uhaul! In fact, all this is going here because most of the "tell us what you think" requests from Uhaul seem to "expire" really really fast. It's as if they hope you don't review. Of course once you unload your truck, you want to organize, not run to your computer before it's too late! I had to "reason" with the original Uhaul vender. I explained that it was UHAUL which ran me around. It was UHAUL which gave me 2 different pickup locations which were OVER 60 km's apart and that since I would be all the way in Keremeos, I would be forced to take another hwy back and that I needed more "courtesy" Km's free because it was no fair that I pay for Km's that were not my fault. They gave me 100 more "free" km's Later after a dangerous drive through the canyon with unsafe equipment, I got another text. The truck was to be dropped off in the Municipality of Port Coquitlam but the car carrier was to be dropped off in Port Moody! I tried to call but they close early on Sunday. Uhaul attempted to charge me a "25 or 29 dollar fuel charge" ( sorry, I forget which). The problem is that I returned the truck with more fuel than where I rented it from and had photos to prove it! Also, I did speak to the nice employee on the phone about my nightmare and they conceded to have me drop off the truck and car carrier at the one Port Moody location. That call was about 40 mins long. I would have preferred to drop them both off Sunday evening but I had the two destination message. I did get a phone call from Uhaul Monday morning. Not the management call I had requested to complain about the terrible service, booking, confusion, and safety issues. No!, it was Uhaul requesting that I get the truck back to the Port Moody location " because I have a customer here that has booked your Uhaul and is here waiting for it". BS! I first rented front that Uhaul location over 25 years ago. They are a major Uhaul location and have dozens of trucks. My point being is that Uhaul is wanting me to think about their poor next customer? What about me? I think Uhaul cares about making money and the hell with anything else. I made about a half dozen calls, a couple of emails, several texts, and received at last count, 18 texts from Uhaul. Most of the links where I have attempted to "review" the service have "expired". Pardon me, I just dropped off the truck yesterday! In terms of the employee who told me that when I booked, the website did inform me that no truck is available, I can tell you that I, just out of curiosity, booked a half dozen other "one way" trips from other cities. All but on gave me the same popup. As it turned out the 15' truck I rented in Summerland was parked beside the 10' truck I was told was unavailable. Personally I think Uhaul uses that popup, "truck may not be available" as a cover our butts coverall. I can't prove it but this has been a nightmare of frustration and double talk. Uhaul has reached out and given me 50 dollars off..."but that's it". Never mind the hassle, the fact that I paid the larger fee for the larger truck I didn't need, never mind that they wanted me to drive over hell's half acre to get the job done. Here's 50 bucks, go away. Are you kidding me? Buyer Beware!

Rating:

1.0

Have actual Uhaul employees service the customer

Rating:

3.0

The manager was helpful as we had issues with the ‘share 24/7’ and he was not on site but called the store to make arrangements for the truck to be released to us. The 24/7 truck share was brutal to activate on my phone

Rating:

1.0

Second time I’ve had a horrible experience dropping off at this location, staff are very rude and do not care to help you in anyway

Rating:

1.0

The attendants hardly spoke English. Gave me a faulty truck without giving me paperwork.

Rating:

2.0

When picking up the auto hauler there was no one to help hook up. I had to come from a hour and a half away to pick it up even though reserved it a month prior. And there was no 7 to 4 way trailer plug adaptor to hook up to my vehicle so I had to drive back to Vernon without trailer lights. And then when returning the truck and trailer the Valemount location of drop off told me they wouldn't take it took longer to return the truck and trailer than it did to drive from McBride to Valemount.

Rating:

5.0

Make sure truck has a full tank of gas upon rental

Rating:

4.0

Drop off only

Rating:

1.0

They are a gas station and had one employee. People were waiting and there was nooone to do anything else. My whole experience was terrible. I was suppose to pick up at a location 80 km away and they didnt have my rental. I got a discount but the gas I spent was not ok. This has happened more than once.

Rating:

4.0

Nice people running the U-haul. good location as can fuel up at the same location.

Rating:

2.0

Had to wait 10 minutes until I was able to be helped... the back of the truck was dirty and sticky...

Rating:

1.0

I had reserved my Uhaul with furniture dolly and pushable dolly as well as 2 dozen moving blankets, for 8am Monday morning April 25th morning at Trout Creek. I rented a 15' Uhaul because the site recommended that for a 1 bedroom apartment. We barely fit all our furniture for our one bedroom apartment in there, so we had to do 2 trips from summerland to Kelowna racking up WAY more Km's than anticipated, which is resulting in an INSANE amount of cost for extra mileage. To top it off, I couldn't even get my rental until 9:30am, an hour and half past when I was supposed to pick it up. they weren't available before hand for some reason even though I had pre-booked and reserved with my card online for mobile pick up to make it easier. They start to tell me "it's cause our system has been down for days". then why did I not receive a phone call/email/text msg? Instead I had to call around and figure it out with your 1800 number. To top it off, the truck had NOTHING I had requested, no moving blankets, no dollies. Oh and the truck had less than a quarter tank in there, so before I could do ANYTHING I had to go fill the truck up at the Gas station. This move cost me a fortune for the absolute WORST experience and WORST service I have EVER had from Uhaul. I have used your company many many many times with no issue. For the stress it caused me and the amount it cost me, I should have just booked a moving company. I would very much like ANY form of compensation or refund, because you made an incredibly stressful day even worse than I could have imagined. DO BETTER.

Rating:

3.0

Windows were filthy, RHS mirror cracked. We booked the unit for pick up in West Kelowna. Had to drive quite a distance to pick up in a different city. Also booked a a trailer but had to drive almost 2 hours in the completely opposite direction wasting a lot of time and gas. The truck, although very thirsty, did its job. Would be nice to have some floor tie down points

Rating:

1.0

Their computer system was down and we had to do all our transactions through the online set up. The trailer we reserved was not available.