Customer Reviews for U-Haul Moving & Storage of Thorburn

Rating:

2.0

There are boxes of items affected from the weather stripping, I wasn’t fully moved out and getting this survey, the light didn’t work, I still have the circle type lock, I paid May 3 out May 6 and hoping for a refund. I felt hustled rather than genuine upselling.

Rating:

1.0

Infested with rats and my furnitire was ruined with rat feces and urine.

Rating:

3.0

Great

Rating:

5.0

Everyone was very helpful and accommodating .thank you uhaul for my 1st hauling experience from 1 province to my home province.

Rating:

2.0

Requested a 10'x10' unit, but was given two 5'x10' units instead. When I brought this to the desk attendants attention he said that they don't know what units have a wall between the units and which ones do not have a wall. Then he told me that I'm getting two 5'x10' units for the price of a 10'x10' unit. He clearly has never moved a house into one of these units. With the two 5'x10' units you have a lot of wasted space in the 5' x10' units. I just want to be clear that this was the attendent I first dealt with when I picked up the the moving truck, the other attendents, when I closed out my units, were fantastic. I sent an email to U-Haul on this and never received a response. There were also signs of rodents (droppings) in one of my units. Unfortunately I will not use U-Hauls storage units in the future and have went to a competitor for storage.

Rating:

5.0

Perfectly

Rating:

3.0

I didn't find it as smooth as I thought that it would go. After 2 hours of trying to figure out my rental finally got it at another location

Rating:

5.0

Staff member breanna was very kind and extremely knowledgeable about the service and she explained the process in great detail. The GM krista was very welcoming and made it feel as if I were family chatting and joking. I would highly recommend this new GM to anyone. The overall environment at this uhaul has improved greatly in the last year.

Rating:

1.0

I rented the unit for 11 months paying approximately $1400 and upon retrieving my furniture and belongings I couldn’t believe the stench and amount of rodent droppings over everything. Even the mattress set and couch set had holes chewed in them and had to be thrown away. We clearly saw a large hole on the wall where rodents had gained access. I consulted Dawna Thompson about the matter but it was to no avail. There was no help given and no responsibility taken by U-Haul. I was disgusted and will never rent from U-Haul again or recommend it to anyone.

Rating:

5.0

Amazing experience!! Staff deserves a raise because friendly knowledgeable people who go above and beyondd are scarce

Rating:

5.0

Very satisfied with my experience and the staff were friendly and professional. It was a pleasure. Thanks til the next time. Darlene

Rating:

5.0

Brianna was absolutely fantastic! She was so helpful, very knowledgeable and professional! She went above and beyond to help us and it was much appreciated@

Rating:

1.0

Just a terrible experience. Got a unit for a month and cancelled after two days due to the staff being incredibly rude and unhelpful over a lock! They never told me I would receive a free one I went and bought one and they said it wasn’t good enough and they would give me a free lock. I said sure no problem I went to take mine off the unit and they had a second lock on there. They then proceeded to tell me I had to go buy a lock, bring it across town to another location show them the lock then they would have to find time to meet me at the unit and witness me put it on! All of this when they could have just unlocked it and I would have used the free lock inside the unit. The main issue is we couldn’t find a time that worked for us going together the whole situation was crazy. They couldn’t have done less

Rating:

1.0

I was never told I was given a lock from uhual i went and purchased one. They called me and told me it was no good I said that’s not an issue I went and removed it and they have a lock for me IN the locker. But I need to either pay for a new one or go over to another location to be able to get their lock off the storage unit I paid for. So now I have no access to the storage unit I chose because the location works best for me without going across town in the middle of a work day. Absolutely ridiculous

Rating:

1.0

. Problems with water in the unit causing damage to all contents inside causing to have to destroy them. Poor insurance coverage as well

Rating:

3.0

I was told 24/7 access but the facility had an opening and closing time so that clearly is not 24/7 access. Everything else was fine.

Rating:

4.0

The price increased in the short time we were there.Otherwise a good experience

Rating:

3.0

It was very inconvenient that I couldn’t have access to the storage unit I had originally booked.

Rating:

5.0

Excelent service.

Rating:

1.0

HORRIBLE!! Found 8 dead mice in unit. The ate through the drywall from adjacent units and nested. This resulted in many of our belongs being destroyed. UHALE took no accountability. Staff were unhelpful and unfriendly. I would absolutely not recommend this location to anyone.

Rating:

1.0

I only needed storage for about a week and still had to pay $150 dollars. That’s insane. Why don’t you guys have smaller storage units that can be rented by the week or even the day? It’s gross when massive companies like U-Haul take advantage of people in need. I feel like I was basically robbed. Also your phone service is utterly broken. When I selected the option to hear about self-storage it started listing further alternatives about RENTING A VEHICLE instead. It was not clear when I was being connected to an agent either due to the confusing message that was played. Once I was finally connected to someone I was told they would transfer me to someone else and I was disconnected, so trying speak to someone through the phone was/is useless.

Rating:

1.0

It's not that we wouldn't recommend it due to the storage units themselves, but the check in process was not communicated to us whatsoever. Upon booking the units originally, one of the units we were told was booked did not get booked. I had to call in several days later to check on the reservation numbers because we hadn't received any emails about the units and that's when we were told it was only one unit. We added a second unit, and still did not get any email with the reservation numbers or check in information. I spoke with Jenn Vandervert through the online chat who was able to send me the reservation numbers for the two units, however, I still wasn't given any specific instructions for checking in on moving day. We arrived at Kenmount Road Uhaul to pick up our truck and we would have checked in for the storage units at the same time had we known there was no physical office at 581 Thorburn Road. We had to drive back across to check in which added extra time and driving to our already long day of moving. It would have been very nice to know that we could not check in at 581 Thorburn Road and that was not communicated to us in our two phone calls or through the online chat service. As we had set up an alternate account in our business name while on the phone, there was a landline attached to our booking so I didn't have the option to look at our reservation online. Jennifer mentioned that once we finished checking in, we would be able to set up an online account but we still do not have the information needed to set up our online account. I called the 1-800 number upon arriving at the Uhaul storage units on Thorburn to ask where the office was, and the person I spoke with on the phone said I had to go back to the other Uhaul. I expressed that I was disappointed with the communication but did not get a resolution. Thank you.

Rating:

5.0

On by visit I had the privilege of meeting with the manager.I had an issue with the trailer. She resolved it on the spot. Great service.

Rating:

5.0

Great organization; very accommodating and made the process manageable. Thank you!

Rating:

5.0

Honestly, my experience with u haul kenmount road location was beyond amazing. Hats off to you all. The staff went above and beyond for me and I truly appreciate everything. Cheers!!!

Rating:

5.0

The Customer Service Amazing! I highly recommend it!

Rating:

5.0

The team at the Kenmount Road (NL) location are exceptional. I cannot say how impressed we were with their knowledge, professionalism, courtesy and ... if I may say, their humanity. We were treated with such respect and care, something that I think has gone astray in other businesses today. The Kenmount Road team restored my faith in just common decency. On the strictly business end: the prices are more than reasonable, multiple options, products, the transaction process was made easy for us and we felt fully informed by the end. We had some specific requirements and were in a little distress (and of late), but the agent(s) worked quickly and effectively to find a solution for us. We are so very pleased and cannot thank enough. We are Uhaul customers for life. A company is defined by its employees we always thought---your employees (team) did UHaul proud.

Rating:

5.0

Great service. Thank you.

Rating:

2.0

I rented a 10'×10' storage locker only to get at the unit and find out it was two 5'x10' units. This is very inconvenient as I have larger furniture and I am not capitalizing on the 10'x10' space. I mentioned this to the employee at the desk and he said they have no way of knowing which units have the partition taken down. Do U-Haul not take note of the storage conditions at their facilities? I then asked if a 10'x10' becomes available could I be notified and he gave me the same response of which have partitions and which do not. I would think that the employees working at U-Haul would have this information readily available. I am very disappointed in this and hope that this can be rectified.

Rating:

5.0

Was very pleased with costs and services

Rating:

4.0

The staff at head office in Ariozona was very helpful when I needed assistance. The Kenmount Road staff helpful and friendly… Thanks😃

Rating:

1.0

Mouse infestation ruined half the contents! Security gate was open for extended period of time!

Rating:

3.0

Our first unit on October 10th went smoothly and no problems. We came back October 11th with the balance of our household items and the gate was broken and we couldn’t get in. When I called the Kenmount Rd location to find out what was going on I was met with rudeness. When I asked to speak to his manager, he told me he was in charge. I was stuck waiting for almost 2 hours with 2 hired trucks paying $200/hour for a total of $400.00 just sitting there. This location does not have staff there during business hours except for on occasion. Had this location been staffed, there might not have been such a delay.

Rating:

5.0

Staff were Excellent. Having the app is also awesome. Appreciated the reminder for bill payment.

Rating:

5.0

The units are a bit expensive But met my needs

Rating:

4.0

the latch was very hard to slide open and close

Rating:

1.0

The unit opening was too small to accommodate the item I wish to store. Had to cancel and uhaul could not accommodate me with another unit

Rating:

5.0

Way cheaper than the other major competitive storage facility in St. John’s NL for units of the same size, this was THE reason why I got this unit.

Rating:

5.0

Your employees were very nice and respectful. Was able to get my storage unit very easily.

Rating:

1.0

The email I returned stated 24 hour access 7 days a week which it was not and provided a phone number that was not in use so I had to leave the location and go to the main store. Also the timing caused me to drive from CBS to the unit only to not be able to gain access.

Rating:

5.0

2nd time using this facility. No issues either time

Rating:

5.0

Your staff were really busy and still offered Excellent service.

Rating:

1.0

I called in and booked a unit and explained when I would be arriving. No one offered me 24hr access, and the ad said 24 hr access so I assumed I had it. The app also did not show me access limitations after I had checked/moved in. I arrived on site after midnight after driving 8 hours from my home. I needed to unload because my trailer of stuff was only covered by a tarp and I couldn't leave it before going to my accomodations for the night. I contacted uhaul and after nearly 2 hours of back and forth, no one would help me. The on site manager was contacted and they expressed in no uncertain terms that they did not care. I asked for them to charge me for 24hr access, I was willing to pay, but they refused. I was turned away. Luckily none of my belongings were stolen, but I never would have driven that far if I had known I could not access what I had paid for. I still have not seen anything that says I have limited access to the site, except what was told to me verbally AFTER I arrived on site. I will never rent here again.

Rating:

5.0

Good unit, could access whenever I wanted, great customer service, would highly recommend. Thanks.

Rating:

3.0

Lighting was not bright enough and I found them costly

Rating:

1.0

I will NEVER recommend anyone to use uhaul for storage EVER. I will do total opposite to save anyone from dealing with the worst employees I’ve ever dealt with. I have never been treated so badly by a company in my life. From charging me hundreds of dollars i didn’t owe, thousands in missing belongings after they removed my lock and placed theirs on my unit. Terrible terrible people working here.

Rating:

5.0

Thank you for your help and kindness.