Customer Reviews for U-Haul Moving & Storage at 96th Ave

Rating:

5.0

This location provided me with a professional up beat effective and to the point experience . Job well done thank you

Rating:

1.0

Terrible customer service. Was booked for one location and forced to pick up/drop off from another. If equipment is not available from promised location, do not offer it.

Rating:

3.0

When booking, I ordered a furniture dolly and two utility Dollie’s. Upon arriving at this location, I was informed that they do not have the utility dolly’s. I let them know that I reserved them in my booking and they essentially told me that there is no official reservation for utility dollys. They then called a different location and I had to rush there with 20 mins in order to rent dollies from that location. Aside from being stressful as their location was closing, I’m not sure why you would offer customers the opportunity to reserve utility dollies online despite the fact that they aren’t reserved at all. Hopefully that can be changed in the future to avoid such unnecessary stress for customers

Rating:

5.0

reasonable prices great staff.

Rating:

5.0

Rejane and team were amazing, they went above and beyond to help find me a trailer! Will use this location again!

Rating:

3.0

Only issue was that fuel was below 1/4 tank and when I addressed it with the staff member showing them a picture and letting them know I had to pay extra for fuel, that seemed uninterested and would not reimburse me.

Rating:

5.0

All staff were very efficient, knowledgeable, and friendly. It was a pleasure to rent from u haul

Rating:

5.0

Very fast service from Ray! She was friendly and helped me through the process of obtaining my unit very quickly!

Rating:

3.0

Pickup took quite a while

Rating:

4.0

The staff was friendly and helpful and the whole process was painless.

Rating:

4.0

The tire pressure was low, perhaps a slow leak. I had to stop to put air in on my way back to the location. Something to add to regular checks for maintenance, I think.

Rating:

5.0

Team at this location was great. Responsive to our needs and answered all of our questions. They were Friendly and happy to help you.

Rating:

5.0

New truck, nice to drive. Staff friendly and helpfull.

Rating:

3.0

Unit had mice droppings and broken glass in. Shared some competitive rates but location was not willing to meet price

Rating:

5.0

Nothing

Rating:

5.0

I had to change drop off locations and this uhaul business was excellent in getting things tidied up. Really friendly people and good listeners.

Rating:

5.0

We arrive at the location and the agent said our rental was actually at the location about a mile down the road . When asked there was a truck at this location she said yes and she changed our reservation to the location where we were at. She was very acccomadating.

Rating:

4.0

Very busy location , staff worked well together , very polite

Rating:

3.0

Let me pick up and return where I booked, instead of making my drive a half out of my way, when there is a location 1 minute from my home. Tilt deck trailers to reduce the load angle, which would have saved me 2 hours. Train your staff to at least act like they care. Overall, not impressed.

Rating:

1.0

The manager at the location on 96th avenue was very rude and disrespectful. Her abuse of power, invasion of privacy, incompetence and inability to assist me was appalling. I have lodged a formal complaint with the better business bureau and the office of the Information and Privacy Commissioner. In addition I am filling a civil suit for loss of time, damage and stress to her personally and the Uhaul holding company. See you in court!

Rating:

5.0

I recently visited U haul and had the pleasure of being assisted by a youn lady whose exceptional service truly stood out, she was incredibly attentive and eager to help when I encountered a minor issue with my driving skills, she promptly resolved it whit a smile. U Haul is fortunate to have such a hardworking and kind employee. I definitely recommend this location to othes. Thank you for the service I received. Julio Godinez.

Rating:

4.0

After the most all around frustrating experience with U-Haul, we really appreciated kind and competent service from the front staff at this location. The lack of systems and training between uHaul corporate and its dealers is really terrible and creates a lot of stress for its customers. There must be better options out there for rentals, and if not, there is an amazing competing business opportunity for someone with organizational and training skills.

Rating:

4.0

My main problem was that I had to return the car to the location where I picked it up, which was 50 km away from my destination.

Rating:

5.0

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Rating:

5.0

Service was perfect! Staff was amazing!

Rating:

1.0

Booked a pick up in one spot and a drop off in different location. Was informed the day before that the vehicle we booked is not available at the location we booked in, and we cannot drop off in the desired location that we booked. Had to change all of our plans. Staff at the location were pretty poor also.

Rating:

4.0

All good

Rating:

4.0

If you want to approve your service, you will have to honer what was promised in the begining instead of changeing time for pickup. the size of the truck and the original was to be a one way trip instead we had to drive it all the way there and i way to get back home, i will not use or tell anyone to us you, if you had look at your reviews you would now understand

Rating:

3.0

The inside of the windshield was so dirty that looking into the sun it was difficult to see . The rest of the unit was fine .

Rating:

5.0

Great customer service and the truck was in good condition. We were provided the dollies we ordered which was great as well. Thank you so much for providing this service.

Rating:

5.0

Friendly staff and helpful.

Rating:

1.0

The pickup location was fine. My problem is with the UHaul website who overbook their rental trucks at the end of the month. I was phoned at 7:15pm the night before picking up my truck at 9am in Vancouver. I was told they had no trucks at this location even though I received an email of a guaranteed reservation and that my reservation has been changed to a smaller truck and the pickup location was 3 cities away (Surrey). I had no options so late in the schedule so I was forced to take it. The Uhaul caller said he would email me the change with the address of the pickup location. I asked him 3 times to make sure I'm emailed this as I was out eating dinner with friends when I was contacted so I had nowhere to write it down. I still to this day never received that email so I had to guess at the actual pickup location by googling all the Surrey locations. I was lucky to get it right. The actually pickup and dropoff locations were friendly and helpful. The Uhaul website and people running the backend booking were terrible. This was the worst service I have ever received. Will never use or recommend Uhaul again.

Rating:

5.0

The equipment was clean. The only dirty part was the ramp on the 15 feet truck so I used a broom from the Pick Up location to sweep the debris and soil away. The staff was very efficient too with the pick up and return. It probably took me 5 minutes each for both pick up and return.

Rating:

4.0

When I made this order originally it was in maple ridge and a 1 way. However 2 days to move day uhaul called me saying it wasn't available. This is false advertising and forced me to spend more in the long run and do more driving. I was very disappointed in this situation and felt helpless to recover due to the last minute notice.

Rating:

4.0

Friendly and efficient staff

Rating:

2.0

I arrived 30 minutes before pick up on the Thursday the 18th and there was not an employee in the building until 945am. By the time they arrived there was a line up of about 6-7 frustrated customers. The employee just sauntered in like there was no issue. The service representatives were good over the phone but could not give a proper eta for the employee to arrive. They said he was “stuck in traffic”. The location is supposed to be open at 7am. 0n return the experience was good, I felt taken care of and understood. The first impression on pick up though ruined the experience for me. The equipment was fine and did its job without an issue.

Rating:

3.0

Equipment was clean but certainly wouldn’t call it well maintained. Online check in is pointless. All the same things are asked at the desk. Same questions, need DL even though it was submitted online. Need CC even though it was entered on line. 3/4 tank feels like a scam. Who can be certain the refill to 3/4? Any more is a gift. Any less a cash grab. Should leave with full tank and return with full tank.

Rating:

4.0

Had mold in storage

Rating:

2.0

Please promise the right times. We were told that the store opens at 7am and to return the truck by 8am. When we showed up at 7:49am no one was in store. And we were told that we would get a refund but we are still unsure of how we would receive it as we did a self checkout/return without any previous guidance. If the hours on the door states that you are open from 7am even on a Thursday, why was there no one to be able to return the vehicle with? Very disappointing as we had to drive 40 mins from where we were to return the vehicle on time to come to no one. We wanted to return the vehicle the previous night after hours however because we did not receive self checkout guidance we wanted to return in person. But ultimately we had to use the self return because there was no one to help us which we are still unsure of our return money of 21CAD from the extra fuel we pumped.

Rating:

2.0

Too much expensive

Rating:

4.0

The Return app. Did't work and is frustrating. This is not the first time ive had issues. Maybe the permissions or the app is too invassive. I have a samsung and very little issues withe other apps. But i am always happy with this location because the staff are great.

Rating:

5.0

Every thing went smooth at pick up and drop off. Counter staff was professional and courteous.

Rating:

3.0

Poor customer service

Rating:

3.0

First time UHaul user here. Pros: useful service for when I need to move something bigger than will fit in the trunk of a Mini. They had vehicles available in the time that I wanted. Cons: Waste of time filling in all your details on the website, or doing online check-in, they ask you everything again when you get there. There was no queue, but arrival to getting inside the vehicle took about 25 minutes. Arrive well in advance of your reservation! Always have your driver make the reservation- not a different person. (I paid and made the reservation, but didn't want to drive). It made it so much more complicated. The total price quoted on the website, including estimated km, tax etc. was $20 less than what I ended up paying, even though nothing changed. Vehicle probably could have done with a service, but it was clean and did the job. To summarize: useful service, website itself is good but apart from indeed securing a reservation, doesn't seem to actually communicate anything to the location or provide accurate price. Would use again if there were no other options, but wouldn't bother with website. Would I recommend? Yes? With caveats.

Rating:

5.0

U too thank u second time rent on this place u haul is good for rent like it thank again

Rating:

2.0

Both people at the front desk mumbled and didn't speak clearly. It was very hard to understand what they were saying.

Rating:

1.0

I rented a 20 foot truck showed up 30 mins late for my reservation and you gave my truck reservation away. No customer service check in girl was rude

Rating:

1.0

I received the truck at after 2:30 did not get the $50 back from the customer service at the location as uhaul guarantees. Please help

Rating:

5.0

all service good

Rating:

4.0

I could not use the for self check in. The app was unstable, I could not upload a photo of my drivers license, then it would appear then crash and I would start all over again.

Rating:

5.0

The lock for the back door was seized and had been that way for a long time. All our good put at risk. I bet none of the rear locks on your trucks are ever lubricated or checked.

Rating:

5.0

I have used the 96th Ave. U-Haul storage many times, over the years and have always been delighted with the staff and the facility; I wouldn’t hesitate to recommended it to anyone in need of storage space.

Rating:

5.0

I would NEVER pick up at a remote location again. I should have picked up my truck and the blankets at a proper U-Haul location like the one on 96 Ave.

Rating:

5.0

The worker at the front desk was very helpful and courteous

Rating:

5.0

Rejane was exceptionally customer focused, respectful, accommodating, and creatively solutions-oriented. She made an incredibly stressful day more bearable and found a result that met my needs on short notice. She worked extremely hard and even overtime/after hours to ensure I and other customers were cared for in a way that was meaningful. She went above and beyond. After I was discriminated and retaliated against at a different U-Haul location this same afternoon (which will necessarily be followed up/escalated as needed through all paths including legal ones), her actions went a long way towards restoring my impressions and customer experience with U-Haul. This has gone some way to mitigating the harms and impact caused by the other provider, whose conduct stands in such stark contrast with Rejane's at this location and even U-Haul's stated accommodation policy for PWD. In my opinion as a customer but also as a professional with a background coaching businesses including through women in business programs, I suggest strongly that U-Haul consider giving her a raise, a promotion/management training and opportunities, and any other equipment or materials she says she need to better manage this business/location. It will come back in spades. And this will keep a committed, wonderful worker who really delivers for your customers I understand has been there for more than five years in an increasing tight labour market. My heartfelt thanks again to Rejane for her service to me personally yesterday. Truly, I can't express enough my gratitude for a job so well done. I hope that U-Haul takes the time to review available records and my experience and feedback thoroughly, and to reach out when we can best address and resolve the other matter. Certainly, avoiding a repeat of the first discriminatory experience and replicating the accommodating great customer service of the second experience is not only necessary, it's smart business. I look forward to hearing from you in due course. Alex

Rating:

5.0

Fast customer service and truck is ready to go. Way to go U-Haul 👍

Rating:

5.0

Ms. Omoregie is very friendly, courteous and went above and beyond to help me at the end of a hectic move out with little or no sleep. Thanks Omoregie, I really appreciate your help. I wish there was a tip option.

Rating:

3.0

I did online registration and found it confusing with so many visual aids outside the office that are not helpful in finishing the online registration. Also, the truck was inside the locked gate which needed a staff to take it out, which negate the point of doing online registration.

Rating:

1.0

Will never use your facility again, all tho the staff was enforcing you policy which is ridiculous considering someone like me who doesn’t have a single living relative, you change your policy you idiots. If anything goes missing out of my unit I will hold the staff/uhaul responsible .

Rating:

5.0

It will be go to move for storage. Thanks

Rating:

4.0

The rental changed without any notice until the day before rental. That wasn't in my best interest to have a 20 ft. Truck when I reserved a 26 ft. Almost 3 months in advance. After making a complaint they were able to get me a 26ft. truck. I believe that customers should be given adequate notice for any changes that may occur. Planning a move is difficult but can be unmanageable without the right equipment.

Rating:

4.0

Stuff was very helpful with knowledge of what i was looking for., she took took her time to make sure i get the space. For my items. I will recomend this location for best access to moving storage!

Rating:

3.0

The facility is average, however recently they have been very strict enforcing every small rule. Also the rent goes up every year.

Rating:

5.0

Service staff were professional and efficient. Location is pretty convenient to Highway 1, but easy to pull into and out of.

Rating:

4.0

This location was great the lady working was very helpful. I was totally unhappy with U-Haul as a company. I originally reserved a one way 6x12 from Victoria to Chillwack to find out a few days before that it wasn’t really reserved and that if I wanted a one way trailer I would have to pick up from Nanaimo and the person who called was rude and not helpful so I hung up and they just canceled my reservation. I then because there was no other option decided to rent a trailer from Abbotsford take it to Victoria and return it to Abbotsford . That “reservation got moved on the day I was to pick it up to Chillwack then back to a different location in Abbotsford. When I arrived to pick it up the guys at that location informed me that they didn’t have a 6x12 and that they never have them that size. One of them said they callled the reservation center to clear it up and they said they had called me and I agreed to take a 5x8, that call never happened. I was give the number of a manager to call and about it who never answered the phone and to date has never called me back about the issue. At least the 2 guys there were able to find me a trailer at another location 45 mins away which I took. Over all at 2 locations the staff were nice and helpful but the main company of uhaul was a complete flop and I will do everything I can to never use uhaul again and I will tell everyone I can about the horrible experience.

Rating:

5.0

The storage unit was very secure but not well lit. A light bulb would have been extremely useful inside the unit, not outside. I would not recommend this particular Uhaul storage facility because it is very inconveniently out of any of my friends preferred locations.

Rating:

4.0

The unit I rented (in a hall with glass doors to access) is not accessible for the same later hours as the rest of the facility. I would like to see this changed. If you need gate access to get in, them this area should be accessible for the same hours. Please change this. I may need to move to another facility if it dies not work for me. Thank you.

Rating:

4.0

Everything was perfect. Thank you

Rating:

5.0

Very good service friendly staff 👍

Rating:

3.0

Staff and office were great. The storage unit itself was disgusting. As soon as you open the outside access to enter the storage facility there was an overwhelming smell of mildew and mold. I fear all my things will be ruined when I take them out of your facility.

Rating:

1.0

U hual rips people off... 96 uhual only has one staff member that is respectful and friendly thats Rejane Goretzky. Rest of team is garbage and should be fired just like u hual should be shut down in general.... it's not right to rip people off when they paid for there trucks then returned them and them get nailed with 700 $ bill cuz a staff member didn't like us so she nails you for every charge she can. U hual is a rip off an I don't recommend to anyone not for trucks nor storage.

Rating:

5.0

I have found all employees very helpful and curious,and knowledgable about your business.Wiol recommend you to anyone looking to rent a U-Haul or storage space.

Rating:

5.0

The staff there she was really helpful and fast

Rating:

5.0

Very easy, peacefull and carefull with my busy toddler. This is a great place...

Rating:

5.0

Staff always friendly

Rating:

5.0

The staff was always polite and helpful. I’d highly recommend this facility to family and friends. Thank you for everything!

Rating:

5.0

Friendly and helpful staff. :)

Rating:

5.0

Always super convenient and friendly will definitely use again in the future

Rating:

5.0

ReJane was professional helpful and her staff were great! Highly recommend Uhaul👍

Rating:

5.0

High recommended… staff very friendly…safe and clean..

Rating:

5.0

The manager of the U-Haul I used is outstanding

Rating:

5.0

Very good location safe clean friendly 👌

Rating:

2.0

Staff are super helpful (Clark, Rejane and Arham). Thank you guys!

Rating:

2.0

I askwd for the management to fix the lighting from day 1 and it wss never addressed in the last 9 months.

Rating:

5.0

The manager and staff member where fantastic, best customer service I've ever had in my life.

Rating:

5.0

The facility is in an easy to get to location and convenient access hours. The portable storage containers and larger work vehicles (such as Snap It Tool cube trucks) were at times parked (stored) in the common access areas of the locker door access that made ingress and egress difficult at times. My more recent visits, I noticed that this was corrected as the containers and vehicles were relocated.

Rating:

4.0

Friendly helpful staff

Rating:

5.0

The service is excellent.

Rating:

5.0

Rejane was very nice and helpful

Rating:

3.0

My unit number kept falling off. Couldn't see inside the unit very well. Always uhauls parked in and around making it less convenient for loading/unloading. When I was offered a second "month free" unit after renting another truck (3rd unit), I was told I could stay in one of my current free units for an additional month without having to move completely. Then was charged for that next "1st month." Not impressed with the lack of understanding around this issue from customer service/booking point of contact to the dealer location. I was not told that I would have to use the 1st free month at a completely new location or forfeit it. I would have moved all of my storage out of both original units the day I rented the truck (for that exact reason). Very irritating and waste of money.

Rating:

1.0

Staff don't pay attention. Told them I had vacated my unit and still received a bill. I had rented a truck, and returned it at the appropriate fuel level, then received an 88$ bill for gas. This place is an absolute joke, the only person there who was competent was fired for no real good reason after 25 years with the company. I tried to contact corporate about this issue, no response. Company does not care about anything but money and scamming people. New manager sucks, she wouldn't even come out to do the inspection on the truck even though I had made it there a minute or so before closing. They won't get a penny out of me and I'll dispute any charges put against my credit. Will never use you guys for anything ever again.

Rating:

1.0

My locker was broken into and when talking to the manager I did not feel they were professional or even cared. Irriplacablenthings were taken and we were not notified of any incident and yet the prices were continuing to increase even though clearly security was not up to standard.

Rating:

1.0

Our unit was broken into, so definitely not secure. The door to our space was flimzy plywood The unit had a light bulb that never worked, and no switch for it that I could find. The price was reasonable, and everything else was OK

Rating:

2.0

Tanya was the only employee who was helpful and concerned about my issues.

Rating:

3.0

I had 2 unboxes that were apparently stored at your Abbotsford location.They were suppose to be delivered to the 96th ave location on Friday to be emptied into a storage unit at 10 am Saturday morning.We had to wait for the guy to drive to PortMoody to bring them and then had to wait some more while he loaded uboxes onto a truck.just not the best customer service especially when we were on a time line.There was no compensation offered only a 50.00 credit if I waited til Monday.

Rating:

5.0

Suits my needs everytime i need a storage😊

Rating:

5.0

Denise and the other young lady(sorry didn’t get her name)were amazing, very friendly and helpful. Glad I chose this location.

Rating:

5.0

Friendly and helpful staff in office as well as the worker in the yard was very helpful. It was a very pleasant experience using that U-Haul office.

Rating:

3.0

Lighing of the storage needs improvement.Accessing at night time, the light becomes intermittent. Access of the storage unit is a challenge.there are a lot of cars or other trailer parked .