Customer Reviews for U-Haul Moving & Storage at SE Marine Dr

Rating:

5.0

Thank you !

Rating:

2.0

They Charged me for Gas when I filled it more then I original got it. Yes they did give me a refund but I had to drive there that is 10km did i get refund on that no If I driven the rental truck then I had to pay mileage is that fair so how can I cat refund for 10km plus 10km returning 20km? I know I will not here from you people because REFUND is involved.

Rating:

5.0

Great customer service!

Rating:

5.0

We had an outstanding customer service representative who was knowledgeable and efficient.

Rating:

5.0

I can’t think of anything to improve. I appreciate the good service at U-haul.

Rating:

3.0

I requested a one way out of province rental and was informed they couldn’t guarantee unless I drove the truck and trailer back, which I did and I was charged for return mileage…what a scam

Rating:

5.0

Good to know about the Uhaul storage and will let u know if needed, great experience overall

Rating:

5.0

staffs are very helpful and had good experience!

Rating:

5.0

Try to give customer parking( Own vehicle)

Rating:

1.0

Trailer was filthy. I ordered a 6X12 covered trailer because the website advertised it as being able to haul a motorcycle. I arrived to the desk and ask the girl to confirm that the rental came with a ramp to get the motorcycle into the trailer. Of course it doesn’t come with a ramp nor does U-Haul rent ramps. Spent the next hour at U-Haul trying to find a place to rent a ramp. Unable i decided i would need to buy a ramp for $200!! Why U-Haul would you advertise a motorcycle trailer without providing the ability to load the motorcycle?? The hour i wasted put me perfectly into rush hour, costing be another 2 hours. 3 hours total wasted plus $200 ramp, given a filthy trailer. Went to return it and no one around back to receive it so had to call front desk and wait for someone. Lot had serious amounts of broken glass and it smelled disgusting in the lot…like someone had stored a dead body in a storage unit. Renting from U-Haul is never enjoyable, however, this one took the cake. You have officially hit a new low. Awful experience.

Rating:

3.0

The self serve process is AWFUL. Should have just booked withing operating hours, had we known. Takes far too long to get through all the steps (almost 40 mins, for two competently techy people). The app itself never did actually work, just kept getting an error. It tells you to look for your vehicle in one of four spots, except that there are at least 50. It asks you to verify pictures of the vehicle but they had all been uploaded incorrectly so the photo of the "front" was actually of a side panel, etc. All the receipts are far too small to read and don't zoom when sent through the system. The icing on the cake was that the way the vehicles were all parked, it was impossible to get in the driver's side door and impossible to maneuver the vehicle out of the spot. Ironically, since it took so long to get to the end of the process, they were opening and staff had to move other parked vehicles to let us out. Would not recommend self serve AT ALL. When we returned the vehicle however the staff are lovely, diligent, and friendly. Wish we would have dealt with the humans instead.

Rating:

2.0

Had made reservations at the 12th ave location however was directed further away without any compensation or explanation.

Rating:

5.0

Front windshield was hard to see out of, needs a wipe down

Rating:

3.0

Have vehicle ready at agreed upon time-or call to advise.

Rating:

4.0

The area is way too big. Hard to navigate back to the front. Would help if there’s a way to make shortcut to showroom

Rating:

5.0

I have always enjoyed the service at Uhaul SE Marine Dr. Vancouver location. Staff are helpful and humorous

Rating:

3.0

Fix the app … it hangs at the “back of drivers license” pic every time. The counter agent said it’s been reworked but still not fixed!

Rating:

5.0

Our family has rented many uhaul vehicles from this location and we've had great customer service and in particular, Sohina who we've dealt with numerous times has been outstanding. Thank you very much Sohina for all your help over the last couple years

Rating:

5.0

Amazing. Really in a pinch and the whole team helped me get my vehicle ready for my first towing experience. Hitch system and electrical installed and ready in an hour or so. Thank you for the good service and great deal.

Rating:

5.0

Neeraj was professional and efficient during return process

Rating:

2.0

Customer service (by phone and in person) saying things were U-Haul policy while other locations do it often Online check in was done, after calling they said they couldn't check in on line. Even though I wasn't driving (I just ordered/pay for the equipment) my driver couldn't pick up a trailer without me present. I went in on person, waiting almost 20mins in line to do paperwork. They wouldn't allow my driver to be hitching the trailer while I did the rental. Then we went in the back to pick up the trailer and had to wait for crew there In the end we were late for our pick up. I used this location to avoid driving out of Vancouver and will likely deliberately not choose this location again

Rating:

5.0

Please have more customers service staff in the counters to assist customers faster. Abhi was very helpful with assisting us

Rating:

1.0

- even though i made a reservation and the clerk was able to pull the reservation, I still had to tell her what I wanted to rent, insurance, etc. Spent 30 mins doing this. - mileage & gas levels incorrect, had to return to fix it, another 30 mins - returning the truck, had to go fix the mileage & gas levels again, another 1 hour. overall, wasted an additional 1.5 hours of my time with nothing more than a "sorry".

Rating:

1.0

The reservation guaranteed the equipment I needed, which was a truck and a dolly. But when I showed up there was no dolly, the location representative told me to just drive down to the u-haul center on Marine drive and rent a dolly separately. Big inconvenience

Rating:

5.0

neeraj, the best service helper with good professional ethics

Rating:

4.0

Trailers dropped off here in Vancouver with US plates are sometimes in poor state of maintenance.

Rating:

5.0

Continue being patient and friendly

Rating:

5.0

The employee at the front desk was very helpful and was obviously working hard to make sure everything went smoothly.

Rating:

2.0

They tried to charge me for an extra equipment dolly that was never given to me. I also removed my items one day and then returned a few days later to clean the unit and they already rented out the unit that was still in my name and my credit card was attached to, to someone else. No call, no notification. Probably trying to take double income for a unit.

Rating:

4.0

the initial vehicle turned out to have a broken lock. the second vehicle was good though, and in better shape than the first. the people were all nice. it got better mileage than I anticipated so I accidentally put more gas in than I needed to to bring it back where it was.

Rating:

5.0

Dev and Abhi were friendly and helpful! Thanks to the U-Haul staff for a good experience.

Rating:

5.0

Only complaint is your gas used. On leaving my shower 7/8 and when returned the needle never moved as travel was only 9 klm. Yet I was charged for 6 li $13.12. That is ridiculous and not very good for an “A” grade I certainly will be more careful on any future rentals (if I ever use you)

Rating:

4.0

Very friendly staff. Rav (I believe was his name) at the rental return was very helpful and easy to talk to.

Rating:

5.0

I want to give a special shout out to Dev who helped with a super quick and easy equipment return as I was on a tight timeline. Thanks for the great service!

Rating:

5.0

Dev made my return experiance amazing! Great customer service and quick!

Rating:

5.0

Excellent services

Rating:

4.0

From check-in to check-out all staff were very courteous.

Rating:

5.0

Great service

Rating:

1.0

The check-in experience was awful. The person in charge does not know ABC of customer service and is very rude. She would even throw the pen and say “sign here now”. This is not even below average customer treatment. Maybe she was having a bad day, but when I showed up to pick up the car, it was ON and idling. It is not clear why the car was left ON and unattended. The gas gauge indicates of few hours of remaining ON as the staff did not know about it and were surprised when I showed them the car is ON. This facility needs serious management shake down. I would not recommend this place to anyone.

Rating:

1.0

The Uhaul rep at this location was kind and helpful. How ever, I made this reservation months in advance for my 2000km journey one way. U-Haul called me at 4pm the day before and said if I wanted what I had requested I would have to drive 6hours road trip on my own dime or I would have to wait weeks to get what they had months to line up in my city. 100% unacceptable. They provided 0 compensation or help. I have heard this story before and will be sharing mine now. I will not ever be using this company again.

Rating:

5.0

Great customer service , from my experience uhaul is the best run and most capable at providing solutions for all that can and does happen with renting trucks.

Rating:

5.0

Everything was great again today, renting a 10' truck. Big thanks to Sijoy and Arpan for their outstanding customer service.

Rating:

5.0

This particular site did very well from the check in to the check out. The vehicle I rented was a little dirty but honestly not bad at all. It was a relatively new vehicle and drove like a dream.

Rating:

5.0

Last time I rent track very hard to driving and drop off I try to more than 30 minutes app not supporting other ways all good

Rating:

5.0

Exceeded expectations

Rating:

5.0

parking for the customer

Rating:

5.0

Excellent service today. Thank you Ramya!

Rating:

5.0

There was a line up for returning the equipment , which took me almost 30min to return. If you could speed up that process and parallel it would be great.

Rating:

1.0

Employee asked for 3 phone numbers. They did not know if the items I rented were even in stock. Why book online with a credit card, if I have to pay again inside?

Rating:

1.0

Poor customer service, nobody knew what was going on. Broken door lock in truck that they were aware of but didn't seem to care. Late opening with people waiting outside. Would like some sort of credit for all these inconveniences.

Rating:

3.0

The overall facilities were clean but the bathrooms were often not pleasant. The loading bay doors often did not work despite it being within hours. Very frustrating. There are nowhere near enough moving carts for renters. The staff driving the trucks were often not accommodating. They also drive way too fast, for the most part. However, Maggie is absolutely lovely and ALWAYS super helpful. Thank goodness for her. She always made my visits pleasant and grateful she is part of the team. You need more staff like her on hand. I should add that the front staff was always pleasant. Otherwise, the facilities accommodated my needs for the duration of my rental period. Thank you!

Rating:

2.0

My unit got broken into, the manager at the time was helpful at first. The way my unit was broken into had to be by either someone that worked there, or someone that knew how your alarm systems and routines work. It took roughly 4 months to get the manager to patch the hole in the wire mesh, and it was just zap strapped. The door Alarm still did not function properly till the move out date. My unit was broken Into in November.

Rating:

5.0

Thank you

Rating:

5.0

Thanks

Rating:

1.0

I scheduled pickup at 6:45. No one was out back to help me attach a dangerously heavy trailer to my car. I grabbed someone as they were leaving but if I had not I would have not gotten the trailer and paid for nothing. I had the trailer for 24 hours and used it to move a single queen mattress in a bag. The inside of the trailer was rusted and muddy so I’m lucky the mattress didn’t get ruined. On return I was blamed for making it dirty when it had been like that before me. The guy asked me to unhitch it from my own car since he hurt his hand. Very unprofessional. What am I paying for? Overall disorganized, dangerous, and frustrating experience. Someone needs to fix this location.

Rating:

5.0

It would be great if I could leave my own vehicle in the parking spot where I got my u-haul rental van from instead of looking for parking on the street. When I take the van that parking spot is empty...

Rating:

3.0

Location and service at the south Bauer location was great. Edgar wasn’t great was that the wire on the website was $200 less than what i had to pay in the end. 25%more than quoted. The location was changed, the price went up, then an extra fee was added, then a cleaning fee (trailer was empty and cleaned by us). The people good. U-Haul policy and practices are inappropriate.

Rating:

5.0

Its was all good the rep neeraj was good at his job, thank you all working as a great team

Rating:

5.0

super easy, friendly staff... in and out

Rating:

2.0

The front desk staff are indifferent every time I go to this location. My most recent experience included being asked to move some stuff I returned over to a different area (which is fine) but the desk staff then proceeded to invite another customer up and I waited for my receipt until I finally interrupted so I could leave. One customer at a time would be the more appropriate approach.

Rating:

3.0

i was expecting to get a receipt in my email like i was told, still didnt get anything. Can someone contact me please, i need that receipt. Thank you. Martin Bois, 506 999-1633 email address: bois104@hotmail.com

Rating:

5.0

Fast, friendly service. They called me the morning of my hitch install to inform me that my hitch hadn’t quite arrived via courier yet, to save me leaving my house early. Called as soon as it arrived and my install was still completed faster than anticipated. Great customer service and my hitch looks awesome. Thanks guys!

Rating:

3.0

Making the invoice more readable, and not have two different amounts on the Invoice

Rating:

5.0

Amazing ability to accommodate a lsst minute change in rental location.

Rating:

4.0

Arm rests in the cargo vans. Phone holder as well. Otherwise an excellent cargo van.

Rating:

5.0

The redundant swipe in with your card could be frustrating at times and the fact that you swipe on. The right then on the left to get in separately.

Rating:

1.0

We ended up requesting a refund after seeing the unit which required portable stair access. The person who checked us in said almost nothing to us during the process and we were not comfortable keeping the unit lease.

Rating:

2.0

Yes, your facility is clean & accessible. However, I wouldn't recommend you to anyone. My storage fees increased by 25% over 2 years. This is deceptive & shady business practice. I've used other storage facilities over the years & this was not the case. I chose U-Haul based on a specific monthly rate that I could afford & I wasn't informed by a staff member (prior to moving in) about your frequent increases in fees. I found out after I had moved in & after it was too inconvenient to move out (I'd already paid for the moving truck, movers & had left the city). I assume that's why you do it this way: quote a low price to draw people in & then after they move in, frequently increase their monthly fees knowing it's challenging to leave after all the effort has been invested. Shady. You should be clearly informing customers that this is part of your business model BEFORE they move in. I'd respect & recommend a business if they were honest, upfront & transparent from the start - which you were not.

Rating:

5.0

The person that served me was very helpful, pleasant, and answered my many questions.

Rating:

4.0

Frequently there were no moving dolly’s available. They seem to get moved to the East side and the signage suggests a fine will be given if you go to that side to retrieve a dolly. Once I realized that I wouldn’t be fined I would go and get one, but it was frustrating. Also having to enter my code twice to check in and open the door seemed redundant and the garage doors seldom worked. Those were the only real downsides. Very clean and bright.

Rating:

3.0

Very friendly and accommodating staff, stuff stayed safe, even after being notified of a flood a few years back. Thank you for keeping my treasured articles safe :)

Rating:

5.0

My brother and I were both extremely happy with the experience! We were raving about it afterwards!! So convenient to have the trucks and storage in the same place!

Rating:

5.0

Office staff are polite, knowledgable and helpful. Would be even better if more loading spaces are available for driving customers - the one at main entrance is always full.

Rating:

4.0

Above Average because of female employee overusing and often blocking the washroom for her convenience during the working hours. Apparently as a refuge during the long hours of her shift. Otherwise Excellent. Thank you for your services and good luck in 2024, we all will need a little good luck thesse days, Regards, Martin O.

Rating:

3.0

Services are too expensive. No percentage paid when closed early….

Rating:

5.0

Extremely positive and friendly staff! I kept having little issues from being tired from moving and they never made me feel dumb, just helped me!! I was shocked at how secure the place was, from lighting to cameras, I have no doubt my stuff is safe! Also very convent to be able to drop off my U-Haul at the same place.

Rating:

5.0

Thank you for your services help and support when things were late and difficult

Rating:

1.0

Where do I start.., got there at 930and was stuck out side all night till 8 am.was super cold.second I was charged for my unit it should of been free the first month ....

Rating:

1.0

Because of the stuff

Rating:

5.0

Friendliest and most helpful u haul i have ever encountered. From front dest to the caretaker in the storage facility. I always felt safe, that my belongings were safe, and always supported if needed. 10/10

Rating:

5.0

The staff are nice and very accommodating. I lost my credit card and they've found it and gave it back to me. It's also a fast service, closing my account/u haul storage was fast and easy.

Rating:

5.0

My experience with U-Haul at SE Marine Dr was a good one. I knew my belongings were safe and being kept clean. The parking lot at this U-Haul is horrible, however. Crazy drivers, children playing around in the parking lot - difficult to do a simple drop-off or pickup. But the customer service folks were always pleasant. I appreciated that!

Rating:

1.0

Why is the owner of the store so rude for no reason. He didn’t want to help with anything, very rude, no customer service, didn’t want to deal with me, he shouldn’t be allowed to be around customers. Please avoid this location unless no other option.

Rating:

5.0

All of your staff at the front and on the phone were so helpful and personable which made me feel like I was always in good hands. Thanks kindly.

Rating:

1.0

I had to constantly go back to the front counter to ask for instructions to get access for he storage and storage location. Basically had to beg to get someone to come open to door for me as I was punching my code on both intercom and it wasn’t working. Finding the location of th storage was another struggle. They simply don’t know how to give instructions and directions. The place wasn’t busy. They could’ve come to point out where it was, instead, they got me running up to the over 5 times to receive extremely poor instructions. Do not recommend at all!

Rating:

3.0

The locker I was given was not big enough for the contents of a one bedroom apartment as it was advertised. I had to change lockers with movers waiting.The online booking process does not allow you to choose a locker without stairs . The intercom system doesn't give clear instructions about having to press star before entering your code then pound after. It needs to be on a sign by the intercom

Rating:

3.0

As noted to the front staff the guys bringing the trucks around the building drive way to fast (sometimes 50km/h) a few times I was leaving and had to stop abruptly because of this

Rating:

4.0

Helpful staff, clean building, except I noticed mouse droppings in my unit, so that should be dealt with. Also, the lines are long to get service at the desk, but overall, it was a very good experience.

Rating:

5.0

I am satisfied with all services. Safe environment, professional, helpful and friendly staffs.

Rating:

4.0

generally good except being unable to access on the night she had to move...staff was helpful but they forgot to advise us of the cutoff time

Rating:

3.0

My one concern is that as I moved from one storage room to a larger one I did not get credit for the month I had paid for meaning that I have paid for two rooms while only using one. Not a fair approach to customers.

Rating:

3.0

It’s hard to get in specially they forgot to give the code to my storage which more difficult for us specially pick some stuff in the evening.many time swiping the U-Haul card to enter always denied,

Rating:

2.0

Reserved online, the website said there would be a free lock in our unit when we arrive. There was no lock inside, and front desk was closed (had to come after work). Nobody answered at the intercom by the loading dock (says 24 hours). Had to leave our belongings outside in our trucks overnight, and come back in the morning for the lock. Waste of time, money, and gas driving back twice. No effort made by the rep to compensate for their error. Rep just said "sometimes they forget to put a lock in the unit". Wasted a day that I was charged for.

Rating:

4.0

Very happy with the service and how clean and secure everything was.

Rating:

5.0

Only had one problem. The bigger unit I had was pretty dark and I had to use my own light source (phone) to access some of my stuff. Other than that, the staff were amazing and I liked to work with all of them. I liked the facility.

Rating:

1.0

When I arrived at the storage facility it wasn't clear which loading bay would lead to which units. Once I finally found my unit, it didn't have the lock that was promised and despite the size, the things that I needed to store would not be able to make the turns required by the walls in front of the unit. I couldn't get ahold of anyone and had two tired movers who still had to catch a ferry home so I was forced to start calling any other options. Thankfully, I found someone who could open up a unit for me. Now, to get a refund for the unit that I can't use, I was on hold for 10 minutes when the call restarted and asked me to again choose my reason for calling.

Rating:

3.0

Did not get the lock that was promised staff refused to honour the agreement

Rating:

5.0

Had to stop rental due to high cost

Rating:

5.0

Great Place

Rating:

5.0

I have no problem at all during my time having my storage unit. Clean and well lighted place. Secured and safe. I will recommend your place to my family, friends and acquaintances. More power and keep the good work. Bravissimo. Ciao.

Rating:

3.0

I appreciate your help and hope see you in the future Easy and good service

Rating:

5.0

Great Service, happy to have left my things there.

Rating:

5.0

Thanks

Rating:

5.0

We had never rented a storage unit before. They we’re helpful and courteous. It was very busy so it took a while in the wait line but that happens - especially at month end. Staff were very helpful as we got used to the sign in and out processes.

Rating:

4.0

Front desk staff took over an hour of my time to check in. I booked a vehicle and a storage locker online and filled in all that was required. Staff member unsure of bookings and had to re do vehicle booking . I drove it 14 km filled it with 20.00 worth of gas and returned in in 3 hours immaculate. I estimated 20 km and 8 hours on the online booking but the staff member came up with a 150 km 1 day 105.00 dollar fee. We had to start over with a new reservation and booking.. I had to photo and give drivers license to the staff member multiple times. Same with credit card payments as well. I have rented vehicles before from that main location with the same online booking and never had an issue . Re the storage locker, I wanted to purchase a lock and was initially charged 11.95. It was not explained the lock can be purchased with the locker for a lower price and is already in the reserved locker.Please train your staff members before subjecting them to customers. .

Rating:

4.0

Smelled strange on the premises

Rating:

1.0

I am writing to express my extreme dissatisfaction with my recent experience at your SE Marine location. The lack of due diligence and poor customer service have left me deeply disappointed. Upon retrieving my Ubox, which had been transported from Ottawa, Ontario, I discovered a severe ant infestation. Despite promptly reporting the issue, I was met with disbelief and refusal to acknowledge the problem. This neglectful response jeopardized my belongings and left me no choice but to rent a storage locker at additional expense. Furthermore, a security concern arose when a suspicious individual was observed following me within the facility during my move. Although I reported the incident, no action was taken, leaving me feeling unsafe and uneasy about leaving my possessions unattended. I urge you to address these concerns promptly and ensure a safer and more respectful environment for your customers. I hope for a swift resolution that reflects a commitment to customer care.

Rating:

5.0

The storage unit I moved into was not cleaned.

Rating:

4.0

I didn’t rate excellent because the washroom at the facility are not ventilated enough, other than that, great service!

Rating:

5.0

Great manager very helpful

Rating:

3.0

Please answer the phone your customers especially already established customers who call and want to ask you something need you to be polite and respond they are paying customers and expect the phone to be answered not put on hold all the time. Half the time I had to come into the building to get help.

Rating:

4.0

I am enjoying it just thing is: in the website , I booked one size in the check in this size was not available. My luck that it had another similar size, just more $ 5 but if not?

Rating:

2.0

The room I reserved was not available. Loading dock was blocked. How to use card was not demonstrated (swipe slow) so my alarm kept going off. When trying to view a storage locker staff told me to back up to building with trailer, then left me to do it on my own with no spotter and went inside building to wait for me. I waited outside by door for ten minutes until and they came outside and said they were waiting for me inside and I should have used my card. I had to explain that I don't have a card, they are showing me rooms. The whole experience took too long so now I owe an extra day on the trailer rental. My experience was awful and I will make sure to inform everyone I know moving to Vancouver, especially all my paramedic colleagues.

Rating:

5.0

I was totally very satisfied with the friendly manor , professionism, skills and knowledge of all the staff at your facility! I would highly recommen you guys to my friends and colleagues, or anyone else for that matter to your facility!

Rating:

1.0

They gave me a wrong unit, I paid 200 extra to the moving company to move my boxes from wrong unit to the correct one.

Rating:

4.0

The storage is well maintained and easy to access. And the staff is friendly and helpful. The location is great and it has lots of trollies. One suggestion is the move-out process. I called in to notify my move-out, but I didn’t get any confirmation email later. It would be better if there’s a process to let customers know that their move-out is finalized and they won’t be charged for next month.

Rating:

5.0

Ramandeep? (Manager) was very professional and helpful to us. She was very understanding and helpful to our situation.

Rating:

1.0

There was no trash, cans and people leave all their garbage at the loading docks. There were very few dollies around. Calling the facility was excruciatingly long. When I rented the truck, that was an absolute horror show. I would never in my life recommend U-Haul for anything. I recently rented from driving force, and it was a breath of fresh air.

Rating:

5.0

Very secured storage and approachable staff. Many thanks

Rating:

5.0

Do monthly rates for long-term rental lower rent?

Rating:

2.0

The staff is very slow and inefficient. And forgot to give me the key, the collection machine is often not working.

Rating:

3.0

No elevators for upper level its an inconvenient, the access to my Ubox is really annoying with the hours and the 24h to call you guys to get access! Should be nice to plan my visit in my account by myself!

Rating:

5.0

I was actually surprised at how clean and nice the place was. Also the people that work there are great.

Rating:

4.0

Strange that they didn't ask about the price in the review questions. This place is a cash cow for U-Haul. The price still seems high to me but they're competitive with the local market. --shrug--

Rating:

1.0

I had to pay for an entire month, just because I didn’t move out my things a day before my next billing date , even after calling the facility, I still wasn’t given access to move out my things , so I just had to waste money and pay for an entire month for no reason . This was a really unpleasant experience

Rating:

4.0

the overhead door seems to be always locked on the loading bay, the one where a car can park, it's very awkward to move large items through the regular size door, it would be very helpful if the loading gate were available to use.

Rating:

2.0

I love the branch in Surrey but I must say it was disappointing for me with this branch. - from beginning I booked a big one higher price - I received an alternative that the front desk girl (working on Saturday only) said “it’s the only choice you have now”. I can even pay more to get - it was not on first floor as I booked but on the second one - the building was like a maze, she told me to get into the firs loading dock only and get inside to go the other side. She drew this on the map also. But when I loaded in, it was wrong and not connected. - No one was there to assist - it took ne 2-3 hr to figure out how to open the door, and where the room is actually. - the price is 10$ cheaper than my original book? Sorry I don’t care. It took too much time (on a hurrying moving day) to figure out the room/ the lock/ and the loading upstairs. I’m Uhaul customer many time but this branch is problematic - Communication is bad!

Rating:

3.0

It's ok, serve the purpose but expensive.

Rating:

5.0

very happy to use uhaul i high recommneded

Rating:

5.0

The woman who showed me the unit ,I think her name was Maggie was so helpful and friendly

Rating:

4.0

Facility was good. Main issue is with the minimal parking for storage clients. I realize you have a lot of trucks to store in a limited sized site, but it seems to me that reserving a few spaces for short term storage access on the opposite side of the driveway, at least during daytime hours, would be helpful to continuing and future customers. I had to sneak into other available spots, and pack items some distance, on some occasions. Regards, Ian Graham

Rating:

5.0

Super friendly staff

Rating:

5.0

No complains. Access is well managed, units are ok priced and are clean. Recommended.

Rating:

2.0

Spelled my name wrong despite holding my ID Surprised to see online reservation doesn't actually reserve anything Then staff seemed disinterested in helping me out Ended up waiting 15 minutes to see if the locker was available, with not much explanation Then when I asked for an explanation on to how/ where to use the card, she drew a picture with a highlighter to explain. The place wasn't busy, and it only would have taken 10 minutes of time to show me. All in all, disinterested staff made the experience sub par. No wonder storage alarms go off constantly

Rating:

2.0

the staff lacked good customer service skills, especially when I was moving in. Nobody told me that the gates had to close at 7 so I had to move my things in through the small door. They also really rushed my moving in process as well (nobody showed me where my locker was, told me there would already be a lock on my unit when there wasn't.)

Rating:

5.0

Great!

Rating:

2.0

Awful customer service representatives. Multiple price increases.

Rating:

4.0

Storage was satisfactory. Some mouse droppings, big storage unit could have used a light. Otherwise my storage items were secure and I was happy to have used U-Haul.

Rating:

5.0

This was an amazing facility! At the time it was close to my house and was able to rent several vehicles we rented from here too so very concurrent

Rating:

5.0

The staff is very friendly and helpful. I would like to thank you for the patience.

Rating:

5.0

Best staff around. Very helpful!

Rating:

5.0

The facility is very well maintained, super clean and dry. Staff is excellent, very courteous and accommodating. I found them to be very, very kind and caring.

Rating:

3.0

No light inside the locker.

Rating:

3.0

This rating is deceptive since my "move in" was over 10 years ago and was fairly flawless, as any move can go. My recent experience was that I could NOT pay for my storage unit online through my bank with a debit card, my usual payment method. When I contacted my location to ask if there was an issue with the website, the person answering the phone said NO". She said payments had to be in person or by credit card. As I do NOT have a credit card (she suggested I borrow a friends credit card to make the payment - NOT an appropriate suggestion) and at the moment I have tested positive for covid and need to be in isolation so in person was not possible either. She said that I needed to find an option or else there would be a late fee applied. I kept having an issue with the website, it would NOT let me go to the payment option to make my payment. I tried for over an hour, reloaded the website, changed my password. It just wouldn't let me access my account. I finally contacted head office and they said they were having an issue with the website, just like I thought. They were very helpful and able to process my payment for me over the phone with my debit card. And emailed me my receipt within about 10 minutes of taking the payment. Thank you Head Office.

Rating:

1.0

Worst experience renting either a truck or a storage facility from someone. Took me 2 hours to try and rent a truck, which they couldn't even find on their own lot, the storage ynit wasn't even usable as the last tenant still hadn't taken their stuff out, and there was no other unit available anywhere near to where were going, meaning I've now got stuff stacked floor to ceiling in a short term stay location. Definitely wouldn't recommend this location to anyone ever!!! Whether the staff were nice and friendly was not what I cared about, getting what I needed in a timely manner was. Instead, I spent all night hauling stuff 2 hours from where I started, went back got more stuff and took it 2 hours back. All in all, I spent 7 hours longer than I needed to be spending trying to get the stuff out of the last place so it wouldn't be thrown out.

Rating:

2.0

Not quick to tell me about declining payment and have agressive late fee charges. Would not recommend.

Rating:

4.0

The daily in general is excellent. The loading door for move out doesn't work after office hours. That caused me to move everything in alternate ways.

Rating:

3.0

They did not have my lock inside the storage unit as communicated. Turns out they were sold out of the required disk locks. Had to drive an extra hour to get my own lock back from home. I wish they would have caught this and let me know beforehand.

Rating:

5.0

Nice job team, I am happy with service.

Rating:

2.0

They need elevators. At least let people know that there’s no elevators. I wasn’t made aware & I hurt my back trying to haul heavy furniture up their stairs.

Rating:

5.0

All fine, but I'll reserve judgment until I'm in the locker for a period of time. I have experience with storage companies repeatedly raising monthly rates claiming 'rising costs'. So we'll see how long I stay. But the sign up and moving in experience so far has been fine.

Rating:

3.0

The staff were incompetent and were always making financial mistakes.

Rating:

3.0

Would be very helpful if the first time you come, someone would take you from the reception desk to your locker, right from the beginning. Instead I was directed to the wrong entrance, wasn't told how the access system worked, so I had to wait for attendant, who then had to walk me all the way back to the other side of the building that I originally started at. Frustrating and confusing.

Rating:

3.0

Staff wasn’t nice and helpful at all. My first payment I got charged more because it was late when I specifically told the staff when I was signing up at the counter that I want to set up a pre authorized payments but clearly she didn’t set it up.

Rating:

5.0

Overall everything was great and safe storage and priced also thank you from arthur

Rating:

1.0

I was a client for like 2-3 yrs at the cost of bout 500$ a month roughly 12,000$ to 18,000$ ipaid in storage fees. I was behind a few times but always paid it. Bout a week or two ago they put my lockers for auction i called and asked to give me couple weeks and id pay in full. On the auctikn site it clearly says that the auction can be canceled at any time before the auction starts or during if the client paid in full before someone won said auction. Your facility said to me even though it clearly says on the site that the auction can be cancelled that it was impossible to give me a couple weeks to pay if i wanted to keep my stuff i had to pay in full before acution. Now i lost approximately 40,000$ to 50,000$ worth of tools and equipement for my work not only that but lost my job cause sonw of the stuff belonged to the company i work for and they think i sold their tools and made up a story. I have a 1yr old daughter and another bb on the way in march. You facility is by far the worst faciltiy there is in the entire storage facility centers the manager and staff are rude and dishonest. Im gonna make it my life long work to inform everyone pozsible threw social media and any other means what happened and why and how uhaul as a whole is by far the worse possible storage facilty in existence. Also says that under certain circumstances that some of the items sold in auction must be returned to the client who was the owner of the locker before auction at the price that items where bought for to not circum to possible court issues. So im hiring a lawyer to exercise this option. I have to retrieve certain items as they did not legally belong to me and in turn should be returned like i lost my job cause they told me they couldnt do anything about giving me a couple weeks to pay which was a lie and basically put my family into poverty.

Rating:

5.0

Great staff, always clean and well-maintained. Would absolutely use it for any future storage needs. Always a great experience at this facility.

Rating:

1.0

Worst experience I’ve ever had when moving. I ordered a container to come to my house on the 28th. They let me wait half the day and after being told it was coming, by 4 pm they advised me it wouldn’t be coming due to no drivers showed up for work! I then had to rent a storage unit and a truck and move items myself as fast as possible and then fly to Edmonton in the morning. I needed to ship the container to Edmonton but since that never happened, I had to travel back to Vancouver and move things myself which was very costly and stressful!! Never will I ever use uhaul for moving or storage ever again!! In fact I would like to be compensated for all the costs and stress it created for me. Nobody should ever have to go they that especially someone who has medical conditions. Horrible horrible service. Oh and when I had to book the storage unit, they booked it in the USA and not even at S.E. marine drive so when I arrived they there was a confusion as well and barely had a unit to give. Again worst experience ever!

Rating:

4.0

Hi, the access card reader at the gate doesn’t work all the time requires multiple swipes.other than that everything was great. Thanks.

Rating:

5.0

Monday, October 3, 2022 When I sold my home March 2015, yikes,I have stored my belongings at 1070 SE Marine Drive, Vancouver. We were trying to decide if we wanted to buy a second home and move those items then into second home. Work got so busy and I could not make up my mind...hence 7 years has passed. The fees kept rising, inflation, and finally I retired and have sold most of my items. I feel relief and I had to take that long to 'grieve' my sentimental attachments to my belongings as I worked so hard to acquire them. It was much easier to speak in person with the friendly and kind staff at this location instead of being hooked up to some USA telephone operator. Because I was working full-time this was my only option. Definitely I will use this U-Haul Storage location again in the future. No elevators, no punching in a bunch of codes, good parking space, easy to drive to and I love the different ethnicities who work at this location. I have also recommended U-Haul to others. Since I moved out 9 days before billing date do I get any money refund if pro-rated? I forgot to ask at the counter yesterday.

Rating:

5.0

I have had my locker longer than the stuff in it was worth, lol. However, I have always found it extremely clean, safe and the staff from counter personnel, the people that are outside returning trucks and the staff that are responsible for keeping it all clean, to be wonderful to deal with. I would only suggest, if possible, for more parking up top. But great place and I thank you for keeping my belongings safe and dry. Jen

Rating:

1.0

Didn't allow partial payments. I lost all items and tools. Taking you to small claims court and reporting Uhauh to the better buiness bureau. See you in small claims court.

Rating:

2.0

I have hd a storage unit at the SE Marine Drive location for almost three years. Any time that I have needed customer support, the staff have been unhelpful. Unacceptably difficult to contact them with questions over the phone. Even more difficult to reach a manager. Staff at the front desk have poor communication and consistently put in little effort to give good customer experience.

Rating:

5.0

Everyone is well trained and knowledgeable. Very pleasant. Moving is a stressful process but I thank your team for everything that they do!!!

Rating:

3.0

Check in is terrible customer service lack the needed training took more than 3 hours to check-in to a proper unit

Rating:

2.0

Service in the shop was excruciatingly slow, and the staff could not tell me how to find my unit (among thousands). I was given vague (and ultimately inaccurate) directions to go into a certain part of the building which turned out to be nowhere near my unit; after searching for nearly an hour and pressing the call button multiple times asking for help, someone finally came and lead me to my unit. I would never have found it on my own.

Rating:

3.0

Notified manager about the alarm going off when I open my unit, then a couple weeks later, the front desk, but they didn’t do anything about it. Side loading doors were locked all of the times I went to visit my unit, during open office hours.

Rating:

1.0

Tried to get reservation a week in anadvance. They told me they would confirm the details the day before I needed it. They called. Told them "no. That was not the reservation" . They said the y call back. Never did. I called 5 more times. Got passed around to 3 different people before being told they call me back again. They didn't. Had to go and hire a van from home depot. The morning of my moving date. I was told on the phone that the storage locker was free for the first month. It wa not. Said no recollection of reservation. Charged me $330.00. For the storage locker that had steel structural framing in the middle of the room, east to west, floor to ceiling. The stress, anxiety and process is something we can all do with out. Look at all options if you're moving and in need of storage.

Rating:

5.0

Hold time for a phone response can be a challenge. Can reserve online availability was not up to date - showed no availability online but called and received other sizes not shown online.

Rating:

2.0

I was told I was getting a free lock included... didn't happen.... I was told my lock code would be text to my phone .... didn't happen

Rating:

1.0

You can not reserve from the website without it crashing, but you implement new features that sont work without fixing basic functionality. You cannot reserve but phone because you're own system doesn't consider height of a storage unit despite this being extremely important. But you aren't told about any of these issues until after you come to put stuff on your unit and address told it's no longer available. You are then given the run around, few employees or call center workers can do anything, and then you have to tell the manager how to do their job. They also can't even hold a unit for you in a neighboring facility because managers can't call each other directly, they have to wait in hold and get hung up on. This is a ridiculously broken system that leads to horrid customer service, despite your employees doing the best they can with a broken system.

Rating:

2.0

The unit was wide open and lock inside, so we had to leave my friend inside the storage, because it wass past 10 pm and go in search of locker nearby. it took us about an hour to come back and finally lock the unit.

Rating:

3.0

The staff were excellent and the facilities were adequate. The access card reader was incredibly frustrating to use, an experience I frequently witnessed other clients going through as well. The website was clunky and awkward to use, and simply wouldn't function when used in Firefox, which created some very frustrating situations.

Rating:

5.0

I am so grateful for the friendly and helpful Staff👍

Rating:

2.0

I had nothing but a bad experience, I reserved a larger unit but to be told it wasn’t available on the day I moved items in. The lineups to speak to someone were incredibly long. Trying to call the location was ridiculous, either you couldn’t get through or the person would hardly answer the question. I met people on the lineup that had to show up to the location to speak to someone because they had no luck calling. The bathrooms were disgusting on the warehouse. The day I tried to remove/clean out my unit all the bays were blocked but one by workers. I was seeing people having to try and carry items down the street to their cars because there wasn’t even enough parking in the lot for them. We were rushed in the one available bay yesterday to remove a mattress, box spring and couch. Just ridiculous when people aren’t warned the bays are blocked and have trailers coming from another city. At least warn customers about this ahead of time.

Rating:

2.0

I went to move some things, on the evening of the first day after I received a text message saying the locker was ready with lock provided. Finished work, packed my car, arrived and there was no lock in the storage unit waiting for as per stated

Rating:

4.0

Parking was a problem with temp storage units often taking up parking spaces.

Rating:

5.0

Kudo to the janitor (Ms. Maggie). She is excellent. She takes extra miles to make sure we feel comfortable to use the facility. The storage facility she kept is extremely clean and tidy. She is the sole reason why we gave 5 stars and will choose this storage facility again in the future. Big kudo to Ms. Maggie. Thanks!

Rating:

1.0

Unfortunately, I had a terrible experience getting accidentally locked outside the exterior door when my storage locker was still unpadlocked inside (I was going back and forth between it and my car in the loading bay...). As this happened maybe 5 minutes (if that) beyond the usual access hours, I then spent literally *hours* composite on hold with Uhaul call centre employees who knew *nothing* about the hours or security or location where I was / were completely unwilling to facilitate remotely. It is *mind-blowing* to me that a facility that has doors that lock automatically doesn’t have a contingency plan put in place for people who might need to go back and check they locked their locker properly or might have left personal belongings inside and allowed the door to lock behind them by accident. (No securtiy guard on call? No way to call to *local* employees of the chain instead of some call centre elsewhere with reps who clearly couldn’t have cared less?! Unreal). The experience caused me and my partner a stupid amount of unnecessary stress, and for this reason, I can’t imagine I’d ever recommend Uhaul to anyone. It made moving even more exhausting than it needed to be when there should clearly be ways to help help customers in this instance. Unbelievably bad call centre service and failure to provide critical facilitation to a customer who made literally a split second mistake at the exterior door. 0 stars.

Rating:

4.0

There was no lock inside the storage.

Rating:

4.0

Very smooth experience. Two issues with move-in: 1) Service desk is understaffed - 2) Are +++ mouse droppings in our storage unit which we will need to clean before placing any other items there.

Rating:

3.0

Would have appreciated that when I call the location that the location answers the call instead of being transferred to a Call Centre in the US. I left messages at Call Centre to be called back and no one did. Also, when there is a huge line up, bring in more counter staff to assist - like at a grocery store. I waited 30minutes in line to resolve an issue that took two minutes to resolve.

Rating:

2.0

The sign in process is very confusing. In this day and age with all the technology you should not have to use two different panels to disarm unit and then open door. There was no clear signage when entering the facility by car to see where to drive your car to your storage area.

Rating:

3.0

I would never use one of the second level units without a lift at one end. The main level one i had was convenient.

Rating:

5.0

Just REMINDEE for cleaners. They need to sweep outside the area. So many cigarette 🚬 buts, and other garbage left outside. Sad to see someone busted the glass and try to steal or break the pad locks 🔒 Please make sure there is surveillance outside, inside as well.

Rating:

5.0

Above average help and service from the staff and management,

Rating:

1.0

After 8 years I came in on Sunday to upgrade my unit from my 5x5x8 to a 10x10x8. I wanted to move everything over. I was told I had paid tell April 11 and didn't have to rush. I explained I don't want to pay for 2 units Tony said he couldn't do anything about that since we have already paid. We got charged on Monday the 14 for both units. We trusted him and he made us pay for both when we are only using one that is wrong and you need to do something about this.

Rating:

5.0

You guys do a great job!

Rating:

2.0

Dealing with the office staff is a nightmare. The computers often don't work properly so the staff is doubling up. There is always a long wait. It must be company policies but there's a lot of "fine print" which aggravates everyone that walks in there judging by the amount of irate customers who leave. The parking lot has too many u-haul trucks parked in it, not enough customer loading/unloading and very narrow. They built a new wider sliding door to the storage facility but it's always locked from the inside. I do have to say that the facility is very clean and they try their best to keep bugs out of the lockers.

Rating:

1.0

I just moved my items yesterday & front staff either was not well trained or indifferent. Lock was not included in the locker & while waiting for the lock at front desk, customer service was poor. Lock unavailable & needed to wait additional 20mins for further assistance from a more senior associate. Also no information was provided to me about after hours access to the building & I made a 2nd trip to unload additional items & unable to access the storage unit tonight at midnight. Not impressed.

Rating:

4.0

Need more places to park, especially customers with truck and trailer.

Rating:

4.0

There was no elevator to help get my stuff to the second level, which was extremely inconvenient and difficult. Otherwise, the move in and service was really easy and people were very helpful

Rating:

1.0

I was evicted for bringing my very well behaved dog into the facility and it was during the middle of the night when no one else was there. I was a very loyal customer for almost 3 years and had 24 hour access. The manager said he had warned us verbally before but I know nothing about this. In any event he gave me 72 hours to be out, took away my 24 hour access and I had access from 7 am to 7 pm. Well I work so this was not possible and I ended up having to rush my huge locker of stuff out onto the loading dock and was left there to move it all night because it is very difficult to find storage in Vancouver. I asked him for his bosses #, called and was told she was on holidays of course. Left my # to have someone calle and have had not a peep to this day a week and a half later. Horrible customer service skills and terrible people to deal with at the south Vancouver location.

Rating:

5.0

thank you for your good service to your clients...😊👍🙋🏻‍♂️

Rating:

3.0

Everytime I pay my bill or ask a question about other services I get answers that are vague or complicated. I have phones u Gaul canadai. ( head office) waited in cue and have gotten answers to my question that are correct.

Rating:

4.0

Your staff need get better training so make it easier for a customer has it experience I had I feel the managers are need to get much more training that hard to talk to the customer but when I talk to General manager he said I will talk to them to get training so the service was a little low to not show any care or understanding.

Rating:

3.0

My only issue was the mice infestation. I had to dispose of a double mattress and expensive down filled hide-a-bed couch and anything fabric due to urine. Very unfortunate. So no , unless someone was storing car tires, or sports equipment, I would not recommend any storage facility.

Rating:

5.0

Great staff, very helpful, polite and always smiling with there eyes. (Because of masks)..lol Extremely secure facility. Would definitely recommend. As long as prices remain, it was very reasonable in Vancouver! Thanks Uhaul, Well Done!

Rating:

5.0

We were missing the lock when we arrived at the locker friday afternoon. The office staff helped us with one after we requested it.

Rating:

4.0

Person who helped me Aman was awesome.

Rating:

5.0

I've worked with this uHaul outlet twice over the last two years and each time was terrific, thanks so much!

Rating:

3.0

The room is very dark without light inside must have one.

Rating:

1.0

Your storage facility was quite clean and tidy, if my experience with Uhaul had only involved the storage space I could easily offer a 5 star review; however, on either end of my experience with the storage was an extremely unpleasant experience with beat up, run down trucks, with inaccurate readings on fuel gauges and odometers. On both ends of my trip, fuel gauges AND odometers were not recorded correctly, loaded with 1/4 tank of fuel, and the difference was charged to me unless I had clear evidence showing the difference. Additionally, if you return a vehicle with less than 1/4 tank, they add an additional fee, which leaves the vehicles rented with 1/4 tanks immediately ready to add said surcharge. None of this even starts to address the condition of the rented trucks, which seem like a game of Russian roulette given how loose the steering and suspension were. I mentioned when returning the vehicle that the condition of the vehicle was quite poor, and the inspecting fellow grimaced as though it was a common complaint. Not only will I NOT be back, I will ensure that I share my experience with others. Decidedly the worst rental experience I've ever had.

Rating:

3.0

Business model is do messed up. I reserved a space that didn't appear to exist when I arrived with a truck load of things to store. It took an hour working with U-Haul staff to find the space and then find something closest to what I reserved. That wasted my time and uHaul',s time. What's worse us that EVERY customer seemed to be going thru the same kinds of problems...what they reserved was not available when they showed up...

Rating:

5.0

As far as the self-storage units go, SE Marine Drive location meets every criteria. It was convenient, the staff was friendly. My experience is 5 out of 5 with Uhaul thus far.

Rating:

5.0

Tony was fabulous!

Rating:

4.0

I know it's a heated facility which is great, but I and the movers found it really warm when we were emptying our storage locker. I only accessed the locker twice, but that card entry at the rear is great.

Rating:

2.0

Too expensive. And did not care AT ALL that the world was in pandemic and some couldn't make ends meet to cover storage costs. Not helpful in times of most need and coming together as a people.

Rating:

5.0

Tx much for the good storage space and for the partial refund in consideration of my circumstances. Mason was extremely professional and accommodating. Will recommend to friends and family.

Rating:

2.0

Move in was confusing. The person I went to in the show room was less then helpful with helping me find my unit. I was walking around aimlessly with a toddler trying to find it. Ended up having to go back the next day for a lock. Once in it wasn’t terrible. Although the 2 codes isn’t that easy outside with a toddler running around and no help. Would be nice if code worked once for both things

Rating:

1.0

Though I needed for 1 week I end up paying for 1 month, now that I have paid for month, they checked me out of the space after 1 week though I have not requested them to check out.. can I get refund cos thy checked me out without my consent??

Rating:

4.0

The bathroom facilities needs more frequent maintenance and cleaning.

Rating:

5.0

Terrific helpful staff. Clean, dry, secure.

Rating:

5.0

Great storage experience, Extremely friendly staff !

Rating:

4.0

Thank you for allowing me to use the lock!

Rating:

4.0

Overall I didn't have many issues, for the most part it was pain free. The only annoyance was that the loading doors seemed to be broken one way or another and would also lock earlier than you would think they would.

Rating:

1.0

I had so many issues getting my storage unit, I had booked one to be on the lower floor and checked in when I went to pick up a U-Haul. Then arrived to find out they had changed my storage locker only by going and finding the unit they assigned me locked. I went to the front and asked what was happening and they had changed me to unit on the upper level after specifically requesting and booking a lower unit level and paying more for that lower unit then an upper level unit. As majority of my items weighed over 200 pounds I didn’t want to be lugging it up stairs for the move. I went to the front and asked why my unit was changed and requested that it be changed to a lower level. The staff I was dealing with seemed annoyed and told me I could have a different unit but have to pay an extra 80 dollars a month for it. I asked to make sure it was on the lower level and she said it was. When I went to load my stuff it in turns out the unit was STILL on the upper level. So now not only am I paying 200 dollars a month for a crappy unit I had to lug every item up the stairs and run around for an hour trying to figure out what was happening with my unit. Very very unimpressed with U-Haul and will be looking to move my storage elsewhere as soon as possible. Nothing was transparent or simple and would not use U-Haul storage again.

Rating:

5.0

There was no lock in the locker when I arrived. But the lady that was in the building helped me get one. She was great

Rating:

5.0

Excellent superb customer service

Rating:

5.0

If someone held a gun to my head and told me I had to say something negative about this experience, ... the only glitch I could possibly come up with is that when we changed to having my son pay for the unit, the contact info didn't change. That is only a minor thing. I have to say it was probably the best Moving/Storage experience I've ever had.

Rating:

2.0

I had $50,000.00 worth of valuables stolen from my locker here, and they had no video in the corridor the locker was in. They never respond to alarms when they go off, which is just plain incompetent and unprofessional. They were not friendly or helpful. I don’t recommend storing valuables here.