Customer Reviews for U-Haul Moving & Storage of Richmond

Rating:

5.0

Great service!

Rating:

5.0

Great service provided by the gentleman who rented and accepted my return of the vehicle - he was a pleasure to work with. Very genial, kind and helpful.

Rating:

5.0

The General Manager was really nice and helpful

Rating:

5.0

Good

Rating:

5.0

U-Haul's system was down on March 29, I couldn't self-serve checkout the pickup truck. There were multiple customers panicked due to this outage, including me, as many of us have time and money constraints that depend on the vehicle to be available ontime. The staff on-duty was able to maintain his composure in the heated situations, calming the customers. He helped the customers to get the vehicle eventually with manual process. Thank you for his professionalism.

Rating:

4.0

Fast and efficient check out and check in.

Rating:

5.0

The lady working the desk was lovely. Very friendly and easy to work with. Check in was a breeze. She was on the phone when I came to check out. The man that helped me was also very pleasant. The lady made the effort to wish me a good day as I left. :)

Rating:

5.0

Excellent service. Great staff!

Rating:

5.0

Excellent Service by knowledgeable people

Rating:

2.0

My unit was broken into once a few years ago, and the boxes and stuff were piled around, which was a bit messy. I couldn't go deep into the unit to check things in detail. After that, the U-haul lock was replaced. However, when I opened the storage locker recently -- while the lock was intact -- several items including two solid wood cupboards disappeared without a trace. I must say "What the heck!" It doesn't matter because the reason I opened the locker was to plan a removal of everything and end my clientship. The rental fee increase twice a year and it has become unaffordable. I am glad I moved out, ending an era of money waste.

Rating:

5.0

The truck I used had a large dent in the front bumper and a long scrape on the passenger side rear wheel arch - neither of which were mentioned at the time of renting the truck. When I returned the vehicle the gentleman there asked me about a minor black smudge on the front bumper - which wasn't caused by me - but this seemed ridiculous given the fairly major damage in two other areas of the truck! I admit that I should have inspected the truck on taking the keys, but was somewhat preoccupied with other issues and did not think of checking the vehicle. Other than this - which had no direct consequence for me, but seemed somewhat confusing, I was very satisfied with the vehicle and service. I would definitiely recommend to others.

Rating:

1.0

Charging over charged double price, and refunded. I experienced bad, but I never choose u haul again :(

Rating:

5.0

Joseph was super helpful and kind. Moving was hard but I'm glad I dealt with him:)

Rating:

5.0

Ask the customer in person if they need add on supplies such as hand truck, boxes etc. I requested a hand truck on the online application but when I picked up the van I forgot to ask about it and ended up not getting a hand truck rental. Fortunately I didn’t end up needing it anyways for the objects I was moving.

Rating:

5.0

Nothing! Joseph at the front desk was very helpful. Keep up the good work Joseph! Cheers!

Rating:

5.0

My family & I have used U-Haul vehicles for moving numerous times previously & found their service great. Now, by using their facility for storage is not a concern for me.

Rating:

5.0

The furniture dolly was not available for rent, which caused us a lot of trouble. But staff offered appliance dolly that did helped a bit. As a suggestion you can provide one furniture dolly for each vehicle.

Rating:

5.0

The marketing feels deceptive due to all the hidden fees beyond the "only 19.95 a car!!" advertising. I with the prices were more upfront and that there were less techinical problems with the phone app

Rating:

3.0

The return truck app wasn’t working very well. Online check in was a hassle when I was at the location sitting in the car over 10 mins ridiculous long and keeps booting me out and then restart all over so I decided to check in at the counter. When I return the van again after taking the photos and the next button doesn’t work and ask me to retake the photos. The counter is closed. Worst website ever. Fixed the bugs on your website otherwise no point of introducing online check in and out.

Rating:

5.0

Exceeded my expectations

Rating:

4.0

Keep up the good work.

Rating:

2.0

The vehicle was on empty was it was given to me, they did not have the dolly which I requested and the vehicle was at the back of their lot. Was afraid that I would not make it to get gas, and not being told they had a dolly was not convient when really needing one. Was told I brought the vehicle back at the same gas level and they would not credit my account was poor also.

Rating:

5.0

Keep up the high quality. Thanks

Rating:

5.0

Fast checkout and great truck.

Rating:

3.0

They assigned me the truck which has 120k miles on it. Not a good experience drive wise. They should have newer trucks.

Rating:

4.0

Easy pick up and drop off.

Rating:

5.0

Bryann was friendly and efficient - thank you for your excellent customer service.

Rating:

5.0

Person helping me was excellent. Great customer service. I think her name was Bryann

Rating:

5.0

There is not enough seating in the van for helpers. Bench seat would be better.

Rating:

5.0

Great location! and Staff is amazing and very helpful!!

Rating:

5.0

I been there for over 10 years. Richmond U-Haul staff is very helpful and kind. I get all my rental vehicles from them. I would highly recommend this location to other friends and family. Great manager Bryann.

Rating:

5.0

Everything smooth and easy!

Rating:

2.0

I was expected to hookup my own trailer and unhook it. I had to forcefully tell them that in no way am I responsible for doing that.

Rating:

3.0

I took insurance coverage paid extra $16 a day and still they charged me for scratches on the fifth door!! Makes no sense!!

Rating:

5.0

Great service. Very accommodating and prompt.

Rating:

5.0

I may need a bigger or 2 storages.

Rating:

4.0

Please double remind customer to maintain same oil level as initial. I saw many customers arrived to centre and realized they need to go to gas station to refill and come back.

Rating:

5.0

We are giving full stars for our Saturday, January 20th, 2024 experience yesterday. This was largely in part due to the customer service at the Shell location by ABiY S (I think this is his name...older fellow who wore glasses inside). We had a family emergency involving an elderly family member unexpectedly in the morning and he was professional and kind which made our very rough morning a bit easier. This was our first experience renting a moving truck and we felt taken care of by U-Haul. He is a big credit to your company and we hope he is recognized for the amazing customer service. He was thorough briefing over paperwork as well. We look forward to working with your location next week for part 2 move. -truck seemed sturdy and the condition was clean when picked up which was good Things to improve -despite having an account via website, the app generates an error message when using the same info to log in -furniture dolly wasn't the best...we had one funky wheel and it didn't seem to roll smoothly (not bidirectional?) -the website crashed after multiple times of submitting photos of returned truck during process...we got frustrated once things refreshed 2x for a 2 AM PST return.

Rating:

5.0

Need snow tires this kind weather

Rating:

5.0

👍👍

Rating:

4.0

Fuel was not half full the line for the half was visibly showing.

Rating:

5.0

To keep up the standard you have been doing

Rating:

5.0

It was amazing customer service. I would say it was best customer service I ever had in Canada for no exaggeration.

Rating:

5.0

15 footer clearly needed to get looked at mechanically. Doesn't feel like a recent problem.

Rating:

5.0

All good, thank you!

Rating:

3.0

I reserved a furniture dolly, but when I showed up they tried to tell me they are available on a first served basis. Then why offer the ability to reserve one? The guy sort of tried to sell us one, but relented finally and gave us a new one to use.

Rating:

4.0

There was only one person trying to help 4 people at one time. She should have had help.

Rating:

1.0

The sales rep charged us an extra day for being a little late, he was rude and condescending about it. Offered zero resolution or support in how to make a complaint.

Rating:

5.0

we are well satisfied. staff are good, helpful and friendly, we will surely recommend it to a friend who needs storage. thank you so much

Rating:

3.0

not applicable

Rating:

4.0

The van I rented stunk like dogs so I told the girl I had to lay down a canvas drop sheet because I was moving Artwork and now the drop sheet smells so much I have to wash it!!!!

Rating:

2.0

The guy did not listen to me when I said check the notes, and the girl I returned the truck to was rude and did not believe anything I was telling her, to the point I had to call her boss. No I would not have anything to do with this dealer again

Rating:

5.0

Great staff, good location and well kept.

Rating:

3.0

The dolley was sitting in the rain, and was all wet when I picked it up. Similarly, the truck had water on the inside handle of the door.

Rating:

4.0

It was easy to rent and pick up. Very convenient for me.

Rating:

5.0

Good service and efficient process.

Rating:

5.0

👍

Rating:

5.0

The staff at richmond are awesome! Thank you guys!

Rating:

4.0

Make sure the vehicle is available on the hour and the day it is booked.

Rating:

5.0

The Owner was dream to deal with. Online agents need to know the Western Canadian market better !

Rating:

5.0

Nothing to change, the service and equipment was great

Rating:

5.0

We rented a storage unit and a moving truck at the Richmond Uhaul on Shell Road. The staff (Benny, Abiy and Bryann) were knowledgeable and very helpful. We took forever to move our stuff from our house to the storage location. They pointed out all the little tips on how to move and to store our stuff. We also had a little accident during our move. Benny and Abiy were quick in providing us first aid. What a caring team of people. Will definitely recommend this location to friends and families.

Rating:

5.0

Very friendly staff. Professional Fast easy and convenient

Rating:

5.0

Everyone is so very friendly and helpful.

Rating:

5.0

Everything was great!

Rating:

1.0

Unfortunately we were overcharged for a truck rental, and a dolly that was returned We needed to stop payment The issue was never rectified We were told that our items would be auctioned off. So as far as we know all our stuff is gone and the issues was never resolved.

Rating:

4.0

Thanks to Manu, Lynn (retired), and the rest of the staff for their service through the years.

Rating:

5.0

Everyone was kind and accommodating. I received calls back when requested and was allowed an extra day to move out which made all the difference. Thank you!

Rating:

4.0

Staff were very helpful and accommodating!

Rating:

5.0

The staff are always helpful , kind an courteous . Very happy to recommend U Haul at this location

Rating:

5.0

Staffs in this store are excellent! Especially Kuldeep is very helpful, she has excellent service!

Rating:

5.0

Bryann was awesome to deal with! Extremely helpful as most experiences with U-Haul can be frustrating but she had a big smile on her face and went above and beyond with service level! Amazing.

Rating:

5.0

YOUR COMPANY PROVIDE AN EXCELLENT SERVICE. I AM YOUR LONG TERM CUSTOMER, IF YOUR COMAPNY CAN PROVIDE A SPECAIL PRICE, IT WILL BE GREAT! THANK YOU!

Rating:

5.0

Staff here are amazing. 5 star totally well-deserved.

Rating:

5.0

Thank you very much

Rating:

5.0

We rented at the Shell Road location in Richmond BC, for three years and had nothing but the greatest experience and help from the staff and management. It made the experience of having to store personal items easy and comfortable.

Rating:

3.0

The reason I left the Uhaul facility on Shell Road is due the steady increased rental costs over the last few years.

Rating:

5.0

Don't change these group of staff. I followed their policies because I believe they are dedicated hard-working people, so many customers trust and respect these staff. I will come back for a bigger unit soon.

Rating:

5.0

Bryann was responsive and extremely helpful. She deserves a raise!

Rating:

5.0

I was very happy with the customer severice

Rating:

5.0

One doorway needed maintenance, making it difficult for the cart. There is no light in the storage room. Others all very perfect.It is clean.

Rating:

5.0

Thanks for everything. Such clean facilities and helpful friendly staff.

Rating:

5.0

Staff at Shell Rd UHaul are all very friendly and helpful. They ensured that I had everything I needed.

Rating:

5.0

Would use again

Rating:

5.0

The access to the storage unit 24/7 with a personal access code for the gate is fantastic!

Rating:

5.0

Staffs at Richmond were amazing and helpful also, the place is well cleaned and maintained.

Rating:

5.0

Very happy with my experience at U-Haul in Richmond. Their team is awesome and the manager very nice to deal with. In the 5 years of dealing with them I have not had any issues Thank you.

Rating:

5.0

I was very impressed with the work you and your staff did to be accommodating. It was a pleasure to store my things with you!

Rating:

5.0

Staffs are well mannered, accommodating and nice people. I am so.glad that we chose Richmond U-Haul.

Rating:

5.0

We have been using the Richmond U Haul location since 1997 and have nothing but praise for the people working there. We have always been treated well and fairly. Bryann deserves high praise for being helpful and kind as well as mechanically skilled. We will miss everyone there.

Rating:

5.0

Brianne did a great job in helping me get into a unit!

Rating:

5.0

Love how easy it is to get one, move in and move out. The web system makes everything so easy. Great location as there is lots of space to drive in, park your car by the storage entrance. Also so convenient to have the Carta available.

Rating:

5.0

I called yesterday for statement of my account to be emailed to me. On site I also asked for a closing statement，then I was given a zero statement, It kind of looks right. However if as a customer，after closing the account， an account statement can be emailed， clients like me will greatly appreciate and it is really needed.

Rating:

5.0

Great staff, unit was clean, good service.

Rating:

5.0

Thanks for all the extra needed help!:)

Rating:

5.0

This was my first experience dealing with U-Haul, and I was impressed with the great level of service I received. The staff were professional, friendly, helpful and punctual. Facilities were well maintained, clean and secure. Keep up the good work and best of luck.

Rating:

5.0

The facility was very well maintained and clean. The staff was amazing - I really like this location.

Rating:

5.0

I found the staff both friendly and helpful each and every time I was there. Moving is stressful and they definitely helped alleviate the stress by making all processes easy!

Rating:

5.0

Professional, helpful, friendly and punctual

Rating:

5.0

Excellent services

Rating:

5.0

Bryann was amazing and continues to be amazing. Fantastic service at Richmond, BC location. Very impressed :) Thanks! Steve

Rating:

5.0

Excellent staff and service. Thank you Regards Paul Sparkes

Rating:

5.0

Pretty good! Very satisfied!

Rating:

5.0

The manager was extraordinarily helpful and kind. Great place with amazing service!

Rating:

5.0

Very nice and helpful people.

Rating:

3.0

Was directed to the wrong building and realized so after I started unloading. Unit I was giving had mouse droppings. Staff was friendly and mostly helpful.

Rating:

5.0

I would recommend this location to my family and friends. The staff were very helpful and friendly , very professional.

Rating:

5.0

The complete transition went really well.

Rating:

5.0

Staff is amazing, thanks!

Rating:

5.0

I've rented from this location more than once and the service has been no less than stellar. Many thanks. I have recently moved to Houston, BC and have a unit there now. At this time, Shell facility will have to share this review with Houston. Both top notch.

Rating:

5.0

Absolutely amazing helpful friendly customer service.

Rating:

4.0

I’ve seen spiders in my storage several time during pickups or drop-offs

Rating:

5.0

Thank you.

Rating:

5.0

Elevators work great. Easy access. And I'd like to give a special thanks to Laurie (Sorry if I misspelled your name). You were awesome!

Rating:

5.0

Honestly the gentleman that helped me was so pleasant and helpful and I enjoyed my experience a lot the only thing I would say is that the storage unit itself had dirty floors there was gravel and stuff in there and I had furniture to store I was a little worried about in there

Rating:

4.0

The lock was not in the room as indicated in the email. Had to go to the office to get the lock.

Rating:

5.0

I had a great experience with your staff and facility. Thank you!

Rating:

5.0

Thanks Brian for accommodating my request for changing the Drop-Off location from Vancouver to Richmond. Facility is really good & secured. Thanks.

Rating:

5.0

I was there for 29 years and went through 3 different owners. Never had a problem with anyone from this site..

Rating:

5.0

Very friendly and helpful staff!

Rating:

5.0

very good staff....helpful and friendly

Rating:

5.0

Great storage spot. Staff are fantastic.

Rating:

2.0

This location has a serious rodent infestation that is not being effectively addressed. The first time I entered my unit and found the floor and my personal items covered in feces, I asked the office staff what next steps were. They assured me that someone would access my unit and clean up the mess, lay traps and ensure the issue was resolved. I went back to the unit two weeks later and nothing had been done. Another time they handed my peppermint sachets telling me that they were a rodent deterrent. I put them in the unit and the next time I entered the unit the sachets has been chewed open with their contents spread across the floor. This is totally unacceptable for the amount of money these units cost per month. Additionally I had been told that the buildings were climate controlled. I did not find that to be the case at all, the units get hot in the summer and are freezing cold in the winter. An overall disappointing experience.

Rating:

5.0

Thanks for your professional handling of business and my locker number D-529. It's tough to be in storage and I was always able to access my unit and belongings and to come and go as I pleased. Best wishes. And special shout out to Bryann Dionne. Sherry

Rating:

1.0

The service is extremely poor. I spelled out my address several times and uhaul sent me an email with the wrong spelling. Not very professional job. I reserved to pick up in surrey but when I got to the surrey location the uhaul guy said there wasn't any reservations. I had to call to the other uhaul place to get a truck. I wanted a big truck but the guy insisted me of getting the smallest truck. The U-Haul guy made the reservation for pick up in Richmond and return to Richmond. I told him I wanted to pick up in surrey and return in Richmond. The U-Haul guy keeps making mistakes. This is very unprofessional and there's no apologies whatsoever. The surrey U-Haul guy called me a few times and he told me someone made a mistake. Anyways I will never come back to uhaul after I move all the furnitures from your storage.

Rating:

4.0

A bit expensive and unfortunately quite a lot of mouse poop in my unit.

Rating:

5.0

Bryann took great care of us along with the other staff members. They were friendly and helpful. The storage unit was perfect for our use at the time. Thank you all so very much for the great customer service.

Rating:

5.0

Great experience. The lady was super kind and helpful. Made the moving experience a little less stressful ;) Thanks again! -Paul

Rating:

5.0

Great service. Great Price. Great Staff

Rating:

5.0

We had our storage lockers for over 20 years and the facility had been well maintained and convenient.

Rating:

4.0

Happy with the Storage

Rating:

5.0

Laurie, very graciously handled any needs and requests. She built trust and exemplified reliability!

Rating:

3.0

Great service, but lots of mouse poo in the units.

Rating:

5.0

I don't live in Richmond, but where ever I am.. or go.. I use Richmond's U Haul because of the awesome staff.

Rating:

3.0

I was bumped out of my original reservation for a space (the last one that was left) (5 x 5 x 10). I was able to persuade the staff to solve this problem for me. They offered me a bigger space, with one month free, and to let me know when the originally reserved space is free again. I expect staff to take care of transferring the items to the smaller space, once it become available. To me, this is only fair, after I spent hours on Saturday ensuring that this space was reserved, since it was the last one available. The staff were very helpful in finding a good solution, which I really appreciate.

Rating:

5.0

Really would like 24 hour access! But otherwise this place was great!

Rating:

5.0

Bryann was amazing and so helpful. Very fast, convenient and simple process. Had a great experience!

Rating:

5.0

A bit of heat would have been nice but it is presented as non-heated storage so that is to be expected (Vancouver in the winter is cool and damp).

Rating:

5.0

nice people

Rating:

5.0

Very friendly staff Second time storing at this location Both experience are pleasant

Rating:

1.0

After moved my stuff into unit I noticed 2/3 of the hinges on the door were broken. The employee forced door shut and said if U-Haul couldn’t fix next day I have to move units. This is Unacceptable.

Rating:

4.0

Staff is great

Rating:

4.0

Sometime in the last few months mice got into my unit and caused extensive damage. Bryann helped me out and went above and beyond to make things right. She is an excellent employee. Thank you Bryann!

Rating:

4.0

No issues.

Rating:

1.0

We had rats in our unit and not one person cared. We told the staff. We did not have any food in our unit they put bait in it well of course they will come then. Rats pee and poo every where!!!!!!!!!!

Rating:

5.0

I’ve dealt with other storage facilities this was by far the best and most friendly. If I need services like this in the future I would highly recommend this company to anyone. Happy new year everyon.

Rating:

4.0

Staff was friendly. Would be better if this location offered 24 hour access as advertised.

Rating:

5.0

Thank you for the .staffs for their help and service.

Rating:

5.0

Storage space was perfect for our needs. Thanks

Rating:

3.0

Service was fine

Rating:

5.0

Will be using your services in a month or so from now

Rating:

4.0

The staff were always helpful. There was some rodent activity but that is happening all over the city now.

Rating:

5.0

Great experience. Well done.

Rating:

4.0

The fees were not explained clearly. The staff was confused about the charge as well. But the staff are patient and nice. They tried to explain the detail.

Rating:

5.0

Helpful

Rating:

5.0

If I need the storage again , U haul will be my first choice

Rating:

5.0

I actually moved out on May 23, 2019, one day before the renewal rent payment date. I also walked with the on-duty staff to check the unit inside before my last clean up. I would come back for bigger

Rating:

4.0

Good location, great and supportive staff.

Rating:

2.0

This time was really a very unpleasant experience.

Rating:

3.0

I rented storage space for a period of 10+ years (approx.). I am satisfied with the security of storage. James

Rating:

5.0

Lynn and her team always take very good care of our needs, in a professional, friendly manner.

Rating:

5.0

I would recommend this U haul storage to all my friends because staff are nice

Rating:

5.0

Great team

Rating:

5.0

Very good service and understanding about some return on storage fees for month with only having storage for 4 days cause of finding a place before the 1st of the month

Rating:

5.0

You go for extra miles in serving your customers keep up the good work

Rating:

4.0

Very friendly and professional!

Rating:

4.0

Ok

Rating:

1.0

Manager Lynn at the Richmond She’ll Road location in Canada, was rude and gave me verbal eviction notice based on her assumption that I was running a business out of my lockers. dishonest and rude!

Rating:

4.0

The only thing that was bad is there was mouse dropping in my locker. Other than that it was fine

Rating:

5.0

no comments, all Excellent.

Rating:

3.0

Rat droppings in a few units

Rating:

5.0

Suited ours needs very well. Staff was very helpful

Rating:

5.0

Excellent to work with in every way. Great staff and great facility. Please don't change!

Rating:

5.0

very commentating and helpful.

Rating:

5.0

Clean and courteous!!!

Rating:

2.0

Last week, I found that the storage's door was crashed and the locked was damaged. I couldn't open the door. No one reported this to me. And, I found a lot of mice dropping on the floor too.