Customer Reviews for U-Haul Moving & Storage at Fairway Rd

Rating:

3.0

Had to walk to far back corner behind storage looking for right truck on a hot day ? They knew rental pickup was coming at 12:00 why wouldn't they have truck ready at gate

Rating:

4.0

truck fuel tank had small amount of gas, returned with more than what was before. should have option to credit the gas price.

Rating:

4.0

The online return kept kicking us out so we couldn't process the return of the equipment thus leading to an addition charge on the trailer that was actually returned 25 minutes early. Customers shouldn't be penalized for technology issues on the companies part.

Rating:

5.0

You have awesome people working there.

Rating:

5.0

Friendly and efficient! Thank you!

Rating:

5.0

Excellent Thanks U HAUL

Rating:

5.0

Staff was really professional and easy to work with.

Rating:

5.0

The previous driver did not clean the truck is really the only thing. Other than that great service

Rating:

5.0

I was disappointed that I had to go and get my rental truck, It use to be brought to the front.

Rating:

1.0

Fuck u

Rating:

5.0

Nothing the service was awesome 👌

Rating:

5.0

The Staff were very professional and courteous. They were very helpful and made sure everything was in order for me to get on the road as soon as possible.

Rating:

1.0

Get rid of the two clowns that run your operation on Fairway road in Kitchener. I don't think I've ever been treated so appallingly in my life. Rude,obnoxious, combative, yes the manager wanted me to step outside. I couldn't believe someone could treat customer this way. I was upset, yes because we had booked a truck for the day that they said when had to be back by 2pm. Call me if you want more details then I will know if your company is serious about dealing with this type of complaint. By the way if you go on line and look up how many poor reviews this location gets I'm surprised you haven't done anything before now. My number is 519. 998 8029

Rating:

4.0

Show a better picture of the key return slot. This one didn't look anything like the picture. Should show a picture of where it is located on the building.

Rating:

5.0

returns need to be more streamlined -- not enough employees to expedite returns -- wait to return trailer took almost 30 minutes due to customers renting equipment and everyone busy -- no room at this location when multiple units being returned. All returns should be sent inside to trailer parking area to free up room for those renting and returning

Rating:

2.0

Tried the contactless transaction. Because the facility is so congested to get in. You have to walk to the back of the facility, find your truck. Then walk all the way back to get a key. Then walk all the way back to the truck. It would have been easier and more convenient to stand in line at the counter and do the in person transaction

Rating:

5.0

Excellent attention to the customers.

Rating:

1.0

Very bad and I will never do it again

Rating:

4.0

The brakes were little hard. And ABS LIGHT WAS on all the time. Made me worry a lot. But otherwise good experience.

Rating:

4.0

Assistant was very polite and efficient. Only comment would be the trucks driver side door key did not unlock the door. The passenger side did work, thank goodness we didn't get locked out.

Rating:

5.0

Great Customer Service, I was in and out very fast. Thanks

Rating:

5.0

I was returning the car after working hours (9 pm). I was supposed to scan the QR code and use the UHAUL application to return the vehicle. Unfortunately, the application could not recognize my location, so I spent over 40 minutes dealing with the issue. I allowed identifying my location, closed the browser, restarted my phone several times etc., but nothing worked. I called the phone - all representatives were busy for another 40 minutes, so I just cancelled the phone call. I just dropped the key in the dropbox, finally. The application needs to be improved and customers should be able to get help. No complaints to the office staff who worked the day shift - they are a great team and doing a good job. Thank you.

Rating:

3.0

Let people know if your pickup location has changed with more than a couple days notice

Rating:

4.0

Thanks. Truck had a great air conditioner.

Rating:

1.0

Good very good

Rating:

5.0

I have rented from this location exclusively as the customer service is always top-notch. Extremely knowledgeable and professional.

Rating:

1.0

They charged us more for boxes that we purchased and it was hassle to get the money back.

Rating:

1.0

The customer service rep, was the most impolite individual I have ever met. She did not care about the mixup that had took place. I will never use that location every again. Most unprofessional!!!!

Rating:

5.0

The staff here are always upbeat and very friendly!

Rating:

5.0

More clarity about parking while awaiting pick up

Rating:

5.0

Everything was amazing. Good customer service, price is reasonable.

Rating:

5.0

I get a truck or a van every week. The staff is super friendly, fast and efficient.

Rating:

2.0

They haven't even send me detailed email. And git charged extra

Rating:

4.0

The alignment of the truck was terrible and made it hard to steer and unsafe. This was reported upon return so I hope it gets attended to before someone rents it.

Rating:

1.0

I wouldn't recommend U-Haul to anyone, anymore. I was just a little bit late, and I was billed for an entire 24hr period. If I would have know that in advance, I would have kept the truck for the full two days. When I disputed the charges, you billed me anyway, and no one has contacted me back. Complete crap, and a rip-off. Never again!

Rating:

5.0

Nice job

Rating:

5.0

Nice friendly staff….will recommend

Rating:

5.0

The level of customer service at this location is second to none. I was blown away by their fast courteous service that went above and beyond.

Rating:

4.0

Despite the excellent customer service, I am terribly upset with receiving the truck on 1/4 of a tank and not full, as expected. Then, I fuelled up at the end of my journey, following the instructions given to me by the representative, using the mileage chart. At the gas station, I had to pump fuel, stop, turn the key, check the gage, turn the gage off, pump more gas over and over again to try to get it to where I was supposed to. Although it said to fill it with 36 litres, I only did 35 litres and I needed up returning the truck with 1/4 tank of gas too much. There is nothing worse as a customer than feeling taken advantage of. The system does not work and would be so much easier if you just provide all trucks with a full tank of gas. If it were as easy as using the little chart you provide then customers would not routinely end up over-fueling the trucks giving you the advantage! I am not impressed!

Rating:

1.0

The branch manager informed me that I would be OK if I returned the unit by the end of the day. I had rented the unit around noon the previous day, when I returned the unit at 4 PM the next day the agent charged me for another day without checking with thier manager. I don't trust anyone at this branch and will use another rental company in the future.

Rating:

5.0

Staff went above and beyond. Great service.

Rating:

1.0

They provide me different fuel level where the original fuel level was the same i left my vehicle back even tho they charge me extra for fuel .

Rating:

5.0

The online process to get the truck was awful. I had to enter license data multiple times. I had to wait in the lot for the approval process? They had to have a reference or show a passport? Then you have to go into the facility anyways to get the truck. I would rather go to the counter to avoid the hassle and attentional security checks.

Rating:

3.0

Not happy with my visit today... I rent 5x8 enclosed trailers regularly for my business to pickup and deliver photocopiers. The guy that hooked up my trailer had me all hooked up then. Then told me that I couldn't leave the lot because the pin that I was using on my hitch was the wrong kind of pin. He detached the trailer and made me drive to the office and told me that I had to buy a new pin... After buying the suggested pin we went back to the trailer and hooked it up... I have used this kind of pin for 6 years on this vehicle and 30 plus years on other vehicles and never have I ever had the problem of un-clipping that this guy suggested. He never helped load the appliance cart that I had rented then when I returned the trailer it took 5 minutes for someone to let me out of the gate... I bought a pin because I needed the trailer and I had to get on my way, but honestly this feels to me like a scam. Not happy. I rent these kind of trailers from UHaul at least once or twice a month, if not more... Moving forward if UHaul is going to treat me like many Rapid Oil Change businesses that are always trying to sell me this, that and the other thing claiming bogus safety standards and or claiming that they will be fired if I don't comply with their recommendation to then to me I have a decision to make about where I'm going take my business in the future.

Rating:

3.0

the person in the UPS shop where i gut my rental was vey slow !

Rating:

5.0

Very easy to rent a truck, super nice customer service and new (for me) way to return the truck after hours. Thank you.

Rating:

3.0

Always having bad experiences in this location

Rating:

5.0

Great, amicable service.

Rating:

5.0

Website was excellent, made everything very easy

Rating:

5.0

Just keep doing what your doing.

Rating:

3.0

The customer service at this particular location was not very good. Rented a truck also from here and had to walk to get it. As this was booked online the truck should of been up front and ready as the parking in the back to get it was a an ice rink. There should of been more effort into having this completed. JoAnn

Rating:

5.0

Great service!

Rating:

5.0

Only deal with Fairway Rd

Rating:

5.0

Everything was easy to organize and move it. Full access to my locker whenever I needed it. Staff was always beyond helpful.

Rating:

4.0

When I booked I asked for the largest unit available. When I arrived from Windsor I was told that it wasnt available and had to go with the one below. I brought a 3 bedroom and a basement home with me and had to stack my things very high to make it fit into the unit I was given. We made it work but things got squished in the process. Maybe in the future there should be some way to make sure that what the customer books is what they get. Besides that I was happy with my experience.

Rating:

3.0

The young kid I dealt with would close my unit needs some customer service training

Rating:

5.0

The person who assisted me was at the Fairway location was Liam. He was professional and personable and the type of person who displayed excellent customer service, making the whole process enjoyable.

Rating:

1.0

Poor service Poor communication Manager was rude in emails No help with the website Payed hundreds in overage charges Account was in the wrong name and they refused to change it. Asked for an outside unit and they gave me an interior one on the second floor. I would never recommend using UHaul- especially the Fairway location

Rating:

5.0

I've never had a positive experience with uhaul until now. It's definitely the people working at fairway that make the difference.

Rating:

3.0

Blah blah blah

Rating:

5.0

Everything was secure, staff was helpful and friendly! It was a great experience!!

Rating:

5.0

Thank You. I await my cheque.

Rating:

1.0

You need to update your site to say that bigger trucks are not available online. And that you need three references to call when picking up at 7am. It was great waking everyone up. Also you had no trucks in three cities surrounding me so I had to get one an hour away and pay the mileage. Plus the store locked it’s doors 20 mins early and the staff looked at me outside like I was stupid. Will not do this again.

Rating:

2.0

The staff wasn’t on the same page at all. I moved to London on September 4th and I went in to move all of my stuff out and to cancel and someone told me it was fine and I should just wait until the end of the month and to call them to cancel so I left to London and then on called on September 30th to cancel October 1 payment and someone told me that it was all good and my automatic payments were removed. I then got a voicemail from someone else saying that won’t work because the lock was on still, I called them back and a new person answered and explained it to me and I told them I was coming home on the weekend and I could do it then and they said we will still have to charge you for the unit and I had to take it off that day or I’ll have to pay. So I called my mom in Kitchener and I asked if she had a key and she didn’t. so they called me the next day and said the same thing on October 1st and I told the guy that when I walked in on September 4th to cancel it he told me I was lying and no one would’ve told me that.

Rating:

1.0

I wasn’t showed the room on moving day. Lock was not removed from storage space. I realized the space was too small for my items getting moved in. I asked for an upgrade but was denied. Staff wasn’t at all helpful. I was told to come back the next morning to ask for an upgrade. I was not able to move in on day 1. Did it on day 2. Upgrade took 10 min. To do the next morning. Could have been done the night before.

Rating:

5.0

I had my storage for 4 years and wene I didn't have enough money to pay some months you guys were very understanding

Rating:

5.0

Thanks Brandee for all your years of excellent service As we have to date my Family & I will continue to use Uhaul when needs arise All my best to You & Family Bob🧙‍♂️

Rating:

1.0

The staff forgot to unlock my unit after I checked in. I arrived after office hours with my hired 80 dollars per hour living helpers, and we waited for about 1 hour for customer service to pick up my call. The customer service had no way but to tell me to come back the second day. In total, I wasted 3 hours because I cannot get into my storage unit. The 3 hours were completely wasted, and I had to hire them again.

Rating:

5.0

Clean and organized show room and trucks readily available. Staff willing to help.

Rating:

5.0

Thank you for the kind service. Brandee is certainly professional and helpful. If I had one beef, and it's a small one, sometimes the newer staff is a little slow.

Rating:

5.0

I've fallen behind on my storage fees through this pandemic the staff has been accommodating throughout the whole situation. The couple who manage the facility are great

Rating:

5.0

Over the years I have used this facility off and on. Always great people offering fast service. Very pleased with my experience.

Rating:

5.0

Friendly and helpful staff

Rating:

1.0

Staff weren’t helpful by the time I have booked the storage unit. Booked the storage over phone, they provided wrong information. Very unprofessional

Rating:

4.0

One of the better experiences with U-Haul that I have had. The staff at this location were very helpful when I ran into a few issues such as locker door coming off the track and my card not signing in or out properly.

Rating:

5.0

Great experience with lowest-priced price .

Rating:

5.0

Galaxy is very helpful and pleasant person to work with. Explained the process and got us processed for our storage unit proficiently.

Rating:

4.0

Very grateful to the staff for their help and professionalism. The only comment I have - really difficult for our movers to get access to the unit and then get out due to all the trailers parked and tight corners.

Rating:

5.0

Excellent Facility & staff

Rating:

1.0

-Too expensive. -charged late fee multiple times and unable to pay over the phone or on the app. -when emptying storage unit, found multiple boxes and items wet from them "cleaning" the storage hallway. -Overall experience unacceptable. Will NEVER use uhaul again.

Rating:

4.0

I paid for the extra insurance thank God. But I was unaware there was a 150$ deductible.

Rating:

5.0

Awesome service!

Rating:

1.0

My access card never worked, my payments were automatic. My credit card was charged for a rental that wasn't mine and it took me two calls and two visits to get my money back. Then when the lock they made me buy from them brock and they wanted to pay 50 dollars cash for their lock smith. Then the lock smith got into an threatening argument with my husband when I refused to pay cash.

Rating:

5.0

Staff was always extremely helpful each time I interacted with them in 4 years of storage. Easy to change my storage unit as my needs changed. Very clean as well. Will definitely return to this U-Haul if I need storage again.

Rating:

5.0

Was a wonderful experience,and the staff were very polite and very helpful.i was renting u- haul since 1992 I used o mve from province to province.and from city to city and always u- haul moving and storage had excellent service but the office at 555 fairway road exceed them all in service with the nicest staff that happen to meet.thank you the the managers and all staff.have a nice summer and wonderful time.

Rating:

3.0

the storage space could use a sweep.

Rating:

5.0

Friendly staff and a very clean facility. Would highly recommend this location to anyone.

Rating:

3.0

Brandee the manager is awesome, she’s always welcoming and helpful to customers, but there is need to overhaul the composition of the other workers . They are rude and dismissive of customer concerns, this happens when you walk in the manager is not around. I was left with no option but to move my storage services to another facility.

Rating:

5.0

Clean, secure and well maintained facility. Attentive staff. Efficient and personable. Professional operation on all levels. Pun intended 😁

Rating:

5.0

I rented a unit for 3 years and never had any issues. I would go and check on the unit with my items from time to time and the facility was always clean. No pests or problems. Direct payment made it easy so I didn't have to go in to pay each month.

Rating:

4.0

Hardly get someone to pick up the phone. All storage options were not conveyed on first visit, only told when moving in. Otherwise the move-in customer service guy was very patient and helpful. It seem the customer service is varying person to person, and client to client

Rating:

3.0

One of your employees was extremely rude I don’t know her name she would not give me her name when I asked for it but she’s the girl Asian girl with the blond hair. When I brought back the 26 foot truck my father asked her what am I paying the 15 dollars she unbelievably rudely said you should have asked me 5 seconds ago the screen is closed my father felt embarrassed as there was customer inside the store as well. She handed me the paper to my father without even explaining what was on it she just kept saying read the paper he then asked for her name and she walked away and as she is walking away she yelled I don’t need to give you my name it’s on the paper. Worst experience I have ever seen at this place and I was renting 2 units here plus renting trials and trucks. And to have that kind of attitude after a long day of moving is just wrong.

Rating:

1.0

The service is actually very good and met my needs. The staff was great and helpful. I put in a low rating because I saw NO Covid safety precautions in the facility other than the in the main office. The elevator is horrible! The necessity of having to swipe the card to have it work and continually press a button (finger remains on a button) to have it move is inconvenient and bad during a pandemic. My friend stored her items at a place on Pinebush in Cambridge that had regular elevators. The system you have where you need to touch 2 doors on an elevator several times and then open and close a door to go upstairs has many communal touchpoints. I saw the facility being regularly cleaned every time I was there. However, I never saw anyone wiping the elevator button, the elevator pull-down door latches and outside elevator doors, and the door handle to the stairs or the carts. There was no evidence that anyone made any effort to clean the carts either. It's really risky and dangerous. I brought my own Lysol wipes and cleaned things as I used them myself. Not everyone is going to clean things as they use them. It would be helpful to have wipes set up at the elevator and carts like they do at grocery stores, hotels and gas stations. I mean really, it's not just for your customers, it's for your own staff to have some safety measures be in place. I'm a teacher and the custodial staff there wiped all touchpoints regularly and there were still outbreaks. I hate to think about the risk at your facility. It's actually shocking that I saw nothing but the same lady cleaning the grounds (she was friendly and did a really good job). I saw nobody cleaning high touchpoints. I know because I took several trips a day and the cart I left in the drop off point was at the exact same angle I left it many hours later. Very unfortunate for your staff and customers who do not clean touchpoints for themselves. I cleaned myself, otherwise, I never would have continued with the service so I am ok with the service I had. I worry for others who while rushing to store things do not take precautions. Even with vaccines rolling out, there is still going to be risk for months and maybe years to come. UHaul has to invent in taking more precations for customers and also their own staff. My rating would have been better if not for the pandemic. However, we are in a pandemic and will be for some time. Change needs to happen here. That being said I would use the service myself again because I clean well myself.

Rating:

4.0

My biggest issue is when I tried to call a local U Haul number and I got diverted to a US customer service agent who apparently did not have access to my account so I get put on hold indefinitely while they try and reach the local number. Seems circuitous, time consuming and inefficient. But the person that I’ve dealt with via email [Brandee] was wonderful.

Rating: