Customer Reviews for U-Haul Moving & Storage of Downtown Kitchener

Rating:

5.0

Add a feature where you can resubmit return info/drop off images. My phone died midway and now I cannot resubmit images

Rating:

4.0

Improve the consistency of booked reservation times. If I book a truck for a certain time and my reservation is accepted, the vehicle should be there. If not your company should give a inconvenience credit. If I am late returning the rental, I am charged for this but if your company is late providing the truck there is no consequences or concessions to the customer.

Rating:

5.0

Excellent.

Rating:

5.0

Please check the truck by driving it on road. Usually it does not make too much sound/noice when we accelerate, but this time it was making it (it seems like its taking pressure rather than smoothly going ahead), and also Fuel Economy M.P.G. meter was going almost all the way to the end of the red, it was like that only since i took the truck. I have driven Uhaul many time and this is the first time i faced that issue, i hope you could find it and resolve it for next customer

Rating:

4.0

Overall, my U-Haul rental experience was positive. The staff were very friendly and helpful, taking the time to answer all my questions and assist me throughout the process. The van I rented was clean and well maintained, which made loading and driving much easier. The only issue was with the equipment reservation. I had reserved two dollies, but when I arrived to pick up the truck, none were available. This made the move significantly more difficult. I was only informed at the pick-up location that dolly reservations operate on a first-come, first-served basis, which was not clear when I made the booking. Despite this inconvenience, I would still consider renting from U-Haul again.

Rating:

5.0

Excellent service start to finish

Rating:

4.0

Only concern is monthly rent not pro-rated. Shouldn't have to pay full month's rent for 6 days of storage

Rating:

4.0

Employees were pretty accommodating when I need to ask favours such as where to park my own car while I transfer my things from ubox to uhaul truck

Rating:

5.0

The equipment was spotless clean with zero engine malfunction. The guys at the counter explained the rental process easily and quick.

Rating:

5.0

make sure there's no bugs on the truck

Rating:

1.0

Hi there, You guys charged me high fuel amount of 65 CAD$ , this is unfair because it’s too expensive for a quarter of tank , I know the fuel prices guys, also I am your customer. I hope you fix what you charged me … Kind regards, Tareq Idan

Rating:

5.0

Very straightforward and good customer service.

Rating:

1.0

I failed to return the rental van as per agreement and even forgot to call them (not an excuse but I was really tied up in moving), this guy called me and started the conversation so rudely and in a condescending way that I really felt like I have committed a crime, also the guy said that he will add $150 late charges (originally it is $99 per my contract), he lied too (my overall experience not bad but I felt like punching that guy in the face). So overall, I will not recommend because how are are being dealt with is more important.

Rating:

5.0

Different lot location was a bit confusing

Rating:

1.0

When I picked up the truck, the fuel level was marked slightly above half. I refueled it and returned it at exactly half, as required, and had the Petro-Canada receipt as proof. When returning the truck, the employee questioned why I had changed the fuel level. I explained what I had done and showed the receipt, but he repeatedly called my actions “sketchy” and said there would be a warning on my profile. I drove only about 15 km and even offered to pay for any fuel used if there was a shortage, but he still continued to call my actions sketchy. He ultimately did not charge me. I found this extremely disrespectful and unprofessional. I am happy to provide the receipt or pay any legitimate fuel charge, but I do not believe a customer should be spoken to this way or threatened with a profile warning for something they are willing to resolve honestly. Please review this interaction and reconsider any warning on my profile. This experience has made me reconsider using U-Haul in the future.

Rating:

3.0

I rarely need to rent a uhaul. They handed me the key and explained that I had go to link in email and take specific pictures of van and download, verify mileage etc. I could not figure out where to find mileage......needed to push a button to read it. Had a parking brake I couldn't release. Had to go back to office twice because they didn't cine out with customer to ensure everything was ok. They call it customer focused.. ...I call it lazy. Will not go back to uhaul.

Rating:

5.0

Great service

Rating:

5.0

The entire rental experience from start to finish was first rate. No complaints. Excellent customer service and quick processing of paperwork. The trick is to maintain this level of excellence from all employees.

Rating:

4.0

The overall experience was okay and would do it again. The only caveat is doing the whole contract on mobile is endlessly long, tediously annoying and needing too much information. At the desk, i saw people go in and out quickly, no sensitive info exchanged and stored and the staff did all the work, instead of the client. I would not recommend using the mobile app, takes way longer and is harder to use. the staff at the store were friendly and helpful.

Rating:

5.0

Trailer should come with a spare tire in case of a flat tire

Rating:

3.0

For higher ups, the bigger dics: The idea of $1+ and in some case $2 on a km is not worth any customer paying this for your expense to be cut. The trucks 15 and 18 ft trucks only charge 60 cents to 90 cents per km with other providers who are not as established in terms of equipment, store presence, regions covered like Uhaul and it's a shame to see them loot money to fill pockets of the management. Come up with smarter ways not a dollar more from customer and get away with shitty management the entire team is made to do or does it anyways. Get someone in the team who is not just experienced but has knowledge how to cut down these such that affordable service can happen. They bring six sigma, Lean, and a lot of stuff for a reason. Capitalise someone who knows what they are meant in an application level. Shame on yourself!

Rating:

4.0

At this point I have been charged for the original estimate of the rental and not adjusted for the reduced miles at the time of returning the van. Although it is not a major change in the bill, I was told I would not be charged until I returned the van but this does not appear to be the case. That is the only reason I have given a 'above average' rating rather than 'excellent'.

Rating:

5.0

Excelent but little expensive.

Rating:

4.0

Vehicle was clean but the starter stopped working on our first pit stop of an 18 hour road trip. We spent a lot of time trying to get the vehicle started and we're quite nervous it wouldn't start again after we had to gas it up. Also the radio only worked intermittently.

Rating:

5.0

The staff are so nice and reliable, and the ease of pick up and drop off are so appreciated on days when I need a U-Haul. Thanks !

Rating:

3.0

They charged fuel 29$ I drive only 13 km and they charged again for fuel 29$ Not acceptable

Rating:

5.0

I had 2 places. I needed to get rid of one. So I closed my smaller one.

Rating:

5.0

Helpful, easy to reserve and pickup/drop-off. Staff very helpful.

Rating:

3.0

The person doing the check in was very nice and polite, but was trying to get me to drop the truck off to a different location because their lot was full. Honestly, after all the crap from having a too-small truck due to UHaul's fault, and being sore and very tired, I said no - I was not going to accommodate UHaul. Also, the drop off was two minutes from my new place, so I wasn't going to go out of my way. UHaul has repositioning staff, don't ask tired customers to do your work.

Rating:

5.0

Smooth drop off process.

Rating:

5.0

The team at Charles street is phenomenal! Can’t recommend them enough - amazing performance! Thank you for helping with all moving needs!

Rating:

5.0

No, more all it's ok👍🏻

Rating:

1.0

Make your application perfect when person is taking photo for the truck. It doesn't have any instructions how we should take photo.

Rating:

4.0

The cargo van was comfortable and a pleasure to drive. The staff were friendly and helpful. Overall it was a stress free happy experience. I took one star off because the windshield was not clean and there was a some garbage on the floor behind the seats. Other than that, I would definitely rent from this location again.

Rating:

3.0

Poor experience - the truck was terrible. It jolted constantly, the key got stuck multiple times and wasted my time trying to get it out.

Rating:

4.0

Overall, I had a good experience with this rental. The only issue I encountered was that the truck's air conditioning wasn't working. It was a very hot day, and I had to sit in the driver's seat sweating, which made the experience quite uncomfortable. Other than that, everything went well.

Rating:

5.0

All good

Rating:

5.0

Your GM is fantastic, always polite and speedy.

Rating:

5.0

Quality services

Rating:

5.0

Good services

Rating:

2.0

No free parking

Rating:

5.0

Great service from everyone who helped me.

Rating:

4.0

Nothing. All good 👍

Rating:

5.0

I was completely satisfied with service as it was.

Rating:

4.0

friendly service at the downtown Kitchener location

Rating:

4.0

Long wait time at pickup despite no other clients. First vehicle offered had damanged/dangling bumper piece, had to request a new one. Older vehicle fleet. Staff very friendly and helpful.

Rating:

1.0

Both representative where rude and harsh in responding to our queries. It's as if we weren't supposed to ask. The attitude of customer service was very very poor.

Rating:

5.0

The customer service representative at this location, I believe his name was Brandon, was excellent and very helpful

Rating:

4.0

The 2 Mover Helpers were very calm and efficient. Initially there was supposed to be 3, however he did not show up, so the move took longer than expected. I have an oyster colour sofa which did get soiled. (it was heavily wrapped in the u haul plastic wrap). Looks like oil or grease??

Rating:

5.0

Excellent courteous staff

Rating:

5.0

Very nice

Rating:

5.0

Friendly service

Rating:

5.0

Very good

Rating:

5.0

Keep up the good work

Rating:

5.0

It served my needs when I needed it

Rating:

4.0

Gentleman at the desk was so kind and helpful and the manager was very accommodating to my situation

Rating:

2.0

The man working had no knowledge about anything. He needs better training!! No elevator, only stairs to get items upstairs. Transferred to a different location!!

Rating:

5.0

The GM at the Kitchener location went over and above to make our experience great. She accommodated me in times when we needed the help Bug shout out to her

Rating:

5.0

I have used u haul for many many years and the service ... equipment....and excellent staff continue to surprise me.. and each year it seems to get better and better.. l will miss the joy of the staff at the Guelph Speedvale location as l am moving.. but l look forward to dropping in with treats when l am in the area.. again l announce......U-HAUL IS TRULY AMAZING WHENEVER i use their SERVICES .

Rating:

5.0

Friendly staff and always willing to help.

Rating:

5.0

Friendly and helpful staff, and the init was clean and dry.

Rating:

5.0

Reasonable, easy move in and out, clean! Thank you!

Rating:

5.0

Helpful and friendly.

Rating:

5.0

I have been super impressed by both the manager and her staff. This is not the first time I have rented either a truck or a locker at this facility, and they always are willing to go the extra mile to help me find Solutions

Rating:

5.0

Staff were very approachable and excellent showing and explaining process.

Rating:

2.0

I almost regret picking this location but I had no choice

Rating:

4.0

Helpful staff. Awkward moving to second floor.

Rating:

4.0

Good experience

Rating:

3.0

The open air lockers on the second floor allows for birds to land and poop into the storage spaces, needed to cover everything in plastic. Access hours ended too early in the day, it would be much more convenient to have longer hours, even if it’s just for storage access and not for the office

Rating:

5.0

Great staff, and the storage unit was clean, dry, and free of pests. Fantastic experience.

Rating:

3.0

Moving in with ok! As for moving out an emergency vehicle incase one truck wasn't, available.do not or keep

Rating:

5.0

Staff were great and very helpful. Issue is I ended up with no storage unit so had to keep the truck for another day. There is no elevator to move belongings upstairs to units and because the move day had to shift. I had to scramble to find friends to help during a work day.

Rating:

3.0

The staff is very friendly and helpful. Unfortunately we had bird feces and mud/dirt on the items we had in the storage unit due to open ceiling.

Rating:

1.0

My husband and I stored our stuff at this unit since we were showing our house. We paid $240 a month which is substantial. We were advised once we signed up and gave my credit card info that their hours online did not reflect recent changes and that access to the unit was only permitted until 7 pm because of theft issues. This did not sit easy with us and was inconvenient since we work until 5:30 every day. They were also not friendly at all when we were signing up and it was kind of shocking. In the 2 months we had it, we got 2 calls about issues. One was a leak which they said was coming from our unit. I drove there on my lunch break, checked it, and there was nothing coming from our unit. The second call we got was that they said ants were coming from our unit and advised us that we were not allowed to store food or drinks. We never would put something like that in our unit. So I drove back after work one day and sure enough, no ants from our unit. I felt very uneasy again that our stuff was not going to be safe and that one of the other units would cause damage. So my husband and I thought about moving to another storage facility. The final straw was getting a notice of late payment and being charged a $15 penalty. I was confused because our payment came off directly from my credit card and I had set it up on auto pay. I went in to talk to them and sure enough they didn’t charge me properly. They refunded me but by this point I was done. My husband and I moved our stuff to another Uhaul and had to make 2 trips. We tried to start as early as possible and the only day we could do it was the day before the next payment came out. So we were rushing and working really hard. I came back to this Uhaul and informed the gentlemen working that we were closing out our account and his response was “well we close in 10 mins” I told him I was aware and was going as fast as we could. Then he made note on the account and then the gentlemen said “ well I hope you’re done soon because I want to go Home” Needless to say, experience overall was not good.

Rating:

3.0

The customer service representative took way too long to close out my account. It took over half an hour. When they did a search for my account they could not find it on your software/database. They finally located my account but were unable to print out a receipt to verify that my account had been closed. After calling the manager at home they were able to print out a receipt verifying the account has been closed and provide me with a receipt. When they tried to print out a receipt the software would kick them out of the system. It took four or five attempts to finally get a legitimate receipt printed from your software. Other than that the service was great.

Rating:

5.0

i would definitely use uhaul again

Rating:

4.0

Facility is run well.

Rating:

5.0

i've used haul in the past and the manager was extremely helpful every time so i knew that i would be getting excellent service.

Rating:

5.0

Access hours need to be a bit later like 9 or 10 pm and weekend. That’s would be awesome cause for some people come home late from work

Rating:

3.0

The parking lot is a bit small if it's busy. Vehicle access to the secure part of the building can be tricky if the road has more than a bit of traffic. Narrow hallways can be a challenge to navigate with larger items. I'd probably look for a different place next time. I found the staff super friendly and helpful.

Rating:

5.0

Nice service

Rating:

3.0

Was not happy with check out as I was not even compensated well for early check out for almost a week. Plus not treated friendly as how I’ve been received before.

Rating:

1.0

Horrible experience. Forcing me to pay for things I don’t need. Never using your service again.

Rating:

5.0

Your employee, Mike, provided great, friendly service. First-rate operation!

Rating:

5.0

The facility has very good working hours and the accesos to your Storage is good. Also you can buy everything that you to packs And the procesa of Moving is easy and the Staff help.

Rating:

5.0

Very flexible with last minute rental for move in Great downtown location

Rating:

5.0

Thank you so much

Rating:

5.0

Friendly staff.

Rating:

4.0

The angle of the loading dock lifts the floor of the truck very high off the ground, making it a big jump to get in or out of the back of the truck, but otherwise everything was great.

Rating:

5.0

Access door was very convient. especially in the winter.

Rating:

3.0

Nothing special, was what I expected.

Rating:

3.0

We couldn’t figure out how to open the garage door to drive in to the bay to unload the car. There’s supposed to be a drive-in bay for loading and unloading but the entrance is off a busy street with no parking and the driveway is so tiny the car doesn’t fit. There’s no keypad to open it. The keypad only opens the walk-in door nearby. I got inside and found my unit and lock no problem, but how can they not have a way to drive in after office hours? We have heavy things and they have no parking for cars. And there’s no phone number to reach the office and ask them. You get the general customer service office. Customer Service said they would leave them a message to call me back to let me know, but no one has after two days.

Rating:

2.0

Rude manager that likes to hang up on customers and treat them poorly by belittling and being condescending. Wouldn’t recommend.

Rating:

3.0

No elevator to get to my storage unit, had to carry everything by hand. An elevator would have been more helpful.

Rating:

5.0

A first time to use a storage locker and a very good experience. Thank you.

Rating:

5.0

Very friendly, professional, and helpful staff. Building and units are always clean and well maintained. Great location and service.

Rating:

5.0

Thank you for your service.The storage unit was held by my challenged brother who has unfortunately passed away , This is the reason for closing out the unit.

Rating:

4.0

My only issue is that I only used my storage units for a few day but still had to pay for the whole month. I don’t understand why my units were not prorated.

Rating:

5.0

Thank you!!!

Rating:

5.0

Manager here is very kind hearted person. She understands customer needs and goes beyond to help. Thank you Hedeel Hasan for your help. Highly recommended.

Rating:

2.0

So much money time/energy wasted when moved items to storage unit. Such narrow hallways, couch wouldn't fit. . Told go to other locarion No appoligies or discount.

Rating:

5.0

Jason and Adele did a great job of making sure I was taken care of, and not overcharged for anything.

Rating:

4.0

Price is high

Rating:

5.0

The staff was always friendly and more than accommodating at all times.

Rating:

5.0

I thank you Uhaul, For good Services you have.

Rating:

1.0

Rented me a truck locked shut w padlock, w/o giving me key, which i discovered when office was closed. Customer service# basically told me it was my problem/ expense bc no roadside assistance upgrade

Rating:

3.0

1st floor should mean..pull up and unload.. not carry all your belongings up a large flight of stairs. Callng the 1st floor "ground floor" doesn't make up for the misleading experience.

Rating:

1.0

The staff was rude and disscranteive towareds me for no reason at all they told me i had to move and was only allowed to enter my unit to move out

Rating:

5.0

thank you U Haul. Always there when needed.

Rating:

5.0

You guys were amazing. So kind and understanding during a really tough time for me. I appreciate it very, very much. Thank you!

Rating:

5.0

Exceptional service

Rating:

4.0

Great spot, but sometimes it’s hard to get a hold of staff at the front desk

Rating:

4.0

Pulling the U haul truck in and out of the storage area was difficult due to the location of the building. Stairs as opposed to a ramp were also not wonderful. Other than that, good!

Rating:

5.0

All in all great

Rating:

5.0

The U-box worked well, staff were great, The only improvement I could suggest would be faster computers

Rating:

5.0

Best service ever. great job guys.

Rating:

4.0

Staff were overwhelmed with customers. Need more staff at this location!

Rating:

5.0

My U-Boxes from the States were waiting in the front bottom row inside their warehouse. We were able to back in a large truck so movers had easy access. Very satisfied with the whole U-Box experience!

Rating:

5.0

Helpful and fast check in.

Rating:

1.0

The staff are not helpful what so ever, their prices are horrible and they like to double charge your then argue with you when you call to address The matter very disappointed

Rating:

5.0

Great staff

Rating:

4.0

Nice place

Rating:

1.0

I confirmed with an associate from Headquarters that I was to pick up my U-Box June 5 at 6pm. I arrived and the associate Paul refused to serve me without valid cause, confirmed by other staff. Awful.

Rating:

5.0

Great short term storage.

Rating:

5.0

Good experience, friendly staff, willing to help and more