Customer Reviews for U-Haul Moving & Storage of Richmond

Rating:

5.0

Good service. Easy transaction

Rating:

5.0

Super helpful at pick up and drop off. Made the process simple and easy. Many thanks

Rating:

4.0

They were fine. Only feedback is they wouldn't let me dispose of a rug and couldn't provide context on how much the disposal fee would be and/or where I should take the rug.

Rating:

5.0

Bryann Dionne has been great to work with as all the of the staff are at this location. Thank-you for all the years of service and support. :)

Rating:

4.0

Only reason I gave less than perfect score is office is small and only 1 staff. Otherwise the location, equipment, and staff were the usual high quality experience I know and trust with U-Haul. Thank you!

Rating:

5.0

Nice clean facility with easy access. I feel comfortable storing my belongings there.

Rating:

3.0

When trailer is unavailable at the guaranteed location maybe informing the customer that they have to go to another location would be more enduring to customer relations. If you have a non guaranteed penalty rebate at least have someone available to authorize the return of the rebate. Another long run around.

Rating:

5.0

Perfect

Rating:

3.0

Reserved truck from a location close to home for a reason. Having that changed to Richmond (about as far away as you can get from my house) was ridiculous

Rating:

5.0

Nothing. I was very satisfied

Rating:

4.0

Good

Rating:

4.0

Have the moving supplies stocked I.e moving blankets

Rating:

3.0

The right back signal light and brake light weren't working.

Rating:

5.0

Great, efficient service all-around! Kudos Uhaul!

Rating:

1.0

I booked a 9' cargo van for 4 hours, after hitting unexpected delays on the road (car accident), we returned approximately 45 minutes late and were charged both for an additional hour and a $50 late fee. The person working there was rude and unsympathetic. Said if you don't like it, then call Customer Support and complain.

Rating:

5.0

They were incredibly nice and helpful. Would recommend this location.

Rating:

5.0

Bryance is nice and friendly.

Rating:

5.0

Customer service was excellent as well.

Rating:

5.0

truck ready when i arrived. easy drop off. very efficient.

Rating:

3.0

Always drop equipment off when it’s open or they charge you an extra day or something else that makes it a hassle to correct. Still waiting for my refund of being overcharged - in dispute right now with the aid of customer service. Dispute case number 5217605

Rating:

5.0

Have moved twice recently. Shell Road U-Haul had clean equipment and great service. Will use again!

Rating:

1.0

Just a total joke. Going to two different locations for one rental. Employee was high, and barely seemed to be on earth. Argued with me when I got back over less than 1/20 of a tank difference of gas. Will go elsewhere at double the price.

Rating:

3.0

I reserved a truck but there was none available. I was given a van. Other than that the experience was fine.

Rating:

5.0

better instruction where to park when return the car(sometimes all the lots are full/taken ) and how to return equipment(dolly etc), i did not feel safe leaving it outsite of the shop since it might be stolen so i left it in the car and i hope its fine

Rating:

4.0

Not this locations problem but a UHAUL problem. DO not rent out to people without backup vehicles available. We almost missed our move in time today because the previous renter did not return a vehicle on time. There needs to ALWAYS be a back up vehicle available. This will overall improve your customer service scores and make for less stress on your employees. STOP being a cheap company and fix this issue. the agent at this location was great and helped us in a tough situation. Thank you to him.

Rating:

4.0

The pickup I rented for a dump run smelled very bad. The attendant commented the windows were down when he went to get it. On top of that they charged me another 30 dollars for 10 extra kilometers 10 was tax. Never again. It's all a scam

Rating:

5.0

Very accommodating staff and very helpful and friendly. Thank you all so much

Rating:

4.0

First my rental agreement was for 8 am. We got to the site, they open at 8. I tried to use my app to get the truck but there wasn’t one assigned so couldn’t. I called customer service, they couldn’t help and they patched me through to the online help. The guy in spoke to said he would give me 2 hours free because of all the mess. We had to rearrange the helpers schedule, which in turn messed up their work day. The guy inside once they opened was great. We had to cut off our move, we needed 2 runs but could only do 1 because of the time constraint. When we got back, I started processing the return in the app as I had done when I took it out but a staff member who was very rude, wouldn’t answer my questions, said he would do it on his phone. This made me feel uneasy, as I wasn’t able to take photos and upload them, to prove there were no damages. He needs a customer service course on how to deal with people. We still have more to move and will find another company. Moving is stressful enough!

Rating:

3.0

Customer service was excellent - staff were prompt/ helpful/ pleasant

Rating:

4.0

Appreciated the employee very much. Was very informative and helpful and efficient.

Rating:

3.0

Didn't received refund for half month after rental cancelation, but if you mill payment for a few days they charge crazy fee, not fair!

Rating:

5.0

Friendly service and the ability to amend booking in app is extremely convenient

Rating:

5.0

This location is one of the best locations. Parking availability could be improved, however.

Rating:

3.0

On check out there a only one agent and there were 4 people waiting. I wanted to talk to the agent, but wth people waiting I left. Check in was good with one agent and 1 persson waiting.

Rating:

2.0

Staff was difficult to understand and did not provide clarity of all charges. Also, when I returned the truck rather than waiting on me staff answered phone calls and dealt with these customers to book future rentals rather than provide me with focused customer service. I understand the person needs to answer phone but this should involve 'I need to put you on hold because I'm with a customer' rather than ignoring me mid-dealings.

Rating:

5.0

Friendly and helpful

Rating:

5.0

Joseph, the U-Haul Richmond (Shell) was great, polite and courteous, very helpful as well as knowledgeable. Words cannot describe his professionalism. He even helped us attach hitch tow to the trailers. Definitely recommended him to my friends and family and anyone. Clearly Joseph is an asset to this U-Haul and he loves his jobs.

Rating:

5.0

Good customer service quality equipment and clean thank you ..we save more ..

Rating:

4.0

The fuel gauge is kind of off and I have image proof of it. I am a frequent user of Uhaul but this fuel gauge is ridiculous I drove only 5 miles and the fuel light goes on. Unbelievable I have to fuel gas right away about twenty bucks CAD to keep it going.

Rating:

5.0

All the staff and especially Bryann Dionne were very helpful and a pleasure to deal with!

Rating:

5.0

So good, I love uhual.

Rating:

5.0

Brianna is great!! She has great customer service skills. Always takes care of things well.

Rating:

5.0

Super helpful and quick. Was out in 5 mins.

Rating:

5.0

Cheaper price

Rating:

1.0

I booked for 8 am pick up and plan to be using the application to complete the process for the first time. The system doesn’t allow me to complete the process after scanning my drivers license bar code. So i have to wait till the manual pickup counter open by 9 am. What a waste of time

Rating:

3.0

The customer service rep at the counter attempted to overcharge me $199 rather than $54. They also tried to tell me that their damaged equipment was fine for me to take. They also made me to drop off the equipment to another location in a different city in which I picked it up. They then tried to convince me that they were doing me a favour by not overcharging me rather than giving me the regular price after I notified them.

Rating:

5.0

There could be some lighting within each storage unit. Hard to see inside the unit at times.

Rating:

5.0

Hello, everything was great, just there was a problem. We had heard that after finishing our task we could get back the car to every branch but they told us that we should give it back to the same branch.

Rating:

5.0

The digital clock on the dashboard was still on Daylight Savings Time - on Dec. 13!!!

Rating:

5.0

Thank you!

Rating:

2.0

Please do refund when customers overfueled a tank.

Rating:

5.0

Bryann is amazing to work with. Highly recommend this location!

Rating:

4.0

Not customer friendly .I booked the cargo at 2 30 pm and got at 3:00 pm only . And staff offered me 50 cad discount but they didnt give the discount . No customer satisfaction and no greetings nothing. Not obliged to the words offered

Rating:

1.0

Service custumer sucks , theres was a guys ahí was a st**id , big brown guy with glasses . Iwould Never go There

Rating:

4.0

I was disappointed by the fact that the one package of blankets (the only one left apparently) that I rented was completely soaked at one end so all six blankets were wet. Not ideal for protecting wooden cabinets in transit. Staff were friendly.

Rating:

5.0

Keep up rhe great work!!!

Rating:

5.0

Very smooth, helpful.

Rating:

5.0

Service excellence

Rating:

5.0

Excellent store.

Rating:

5.0

Very clean and staff very friendly and straightforward and ver y helpful

Rating:

5.0

Staff are always very efficient and friendly. Would definitely recommend U-Haul storage.

Rating:

5.0

Excellent service thank you so much for an easy and pleasant experience... will definitely recommend the company to friends and family in the future!

Rating:

5.0

It was good choosing U haul for our storage for the second time. Thank you.

Rating:

5.0

Beyond my expectation,thanks.

Rating:

5.0

Its even better to have lighting inside storage unit.

Rating:

5.0

The storage unit we rented was clean and hours and access convenient.

Rating:

5.0

You run an excellent business! Thanks

Rating:

5.0

thank you so much for the services you gave👌☺️

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

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

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

I may need a bigger or 2 storages.

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:

5.0

Great staff, good location and well kept.

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.