Customer Reviews for U-Haul Moving & Storage at S Fraser Way

You guys need to treat your customers well. I was charged for the cleaning while in fact the truck was clean when I returned it. I messaged the Manager for any explanations but did not replied yet. I always rent from U-Haul everytime I have to move something, but no, never again!!!! I will not recommend this company!!!

Great customer service. Friendly, helpful.

Do an actual check in that is not by mobile

i was very suprised that i was not treated good with the service that was provided by uhaul.

Staff very courteous and helpful but when only one there delays in service sometimes frustrating. Trying to phone in also can be frustrating probably for the same reason. Otherwise a good experience.

The return process was a disaster. We tried 15-20 different times to go through the return process online. We used 2 different phones, on and off wifi, both the app and the website in all different sequences. The program 'could not confirm the location'. We had to go into the U-haul office and speak to the night employee. The poor guy was trying to process 3 parties, after closing hours. He was able to return the vehicle via his system with no problem within a matter of minutes. He said that we were not the only people with this problem. He had to call his boss about the issue and his boss gave him flake about not leaving us out in the rain and cold to figure it out b ourselves. There was NO WAY we could have returned the vehicle. We would have had to leave it in the parking lot, un-returned, and accept an improper return fee. This is absolutely ridiculous. A terrible terrible system. By the time we left, we had been trying and waiting for 2+ hours. An absolutely terrible experience. I am very unlikely to use U-haul ever again until the return system is changed, and will warn anyone and everyone I can to be wary of U-haul. Thank you for this opportunity to share my experience.

6'x12' trailer was perfect for moving appliances ect...the low deck and the tailgate made everything go super smooth

I didn't appreciate having to do the rental post usage detail of the cab. Sweeping the box, and removing any litter is one thing. Spraying and wiping down the floor during wet rainy season or being charged extra???? That is not a requirement at two other rental companies I have used eh...... Just saying. Equipment was in clean and fair shape. As a former trucker my rate per hour is $85/hr and as an RMT my hourly rate is $125. U Haul can't afford me as an service agent. It may affect my choice of rental in the future. This was my first time having to clean the interior of a cab after use. I believe I have used you guys one other time a long time ago. Not remembering detailing cab. It was convenient have a storage unit there and access to a truck too. The friendly, polite staff is good too.

They are very restricted for room at this location so the trailer was hard to get at. Wanted to rent at the Chilliwack location but the same trailer was $300 more there. Pricing should be consistent.

Better signage to point out customer parking.

I did everything online and honestly didn’t have to talk or deal with anyone so that was pretty cool... the only thing is my storage was supposed to come with a free lock upon rental online but unfortunately there was nothing in my rental locker when I moved in but that’s ok I had my own lock anyways, other then that everything went smooth

Very difficult to use the app and self checkout. GPS Location was not working and it was very frustrating. I will not use self check out ever again. wasted 1 hr just for the rental process.

Jennifer was awesome with helping me get the right truck and made the rental process smooth and easy. Excellent customer service.

It takes way to long to process everything

The lady who helped us was exceptional! She could tell I was not doing well and helped us problem solve a few things and was just amazing. So needed someone caring like her!!

Better record of where the trailer is parked

The manager Jennifer is awesome lady she is so polite and nice and very accommodating as much as she could be. I would love to deal with her as a manager for ever if needed to she has made my experience with u-haul pleasant and has made up for any problems in the past I've had with other u-hauls on Vancouver island and Surrey. I believe in and trust her and would do business with her any andneverytime I have the chance. She is so awesome of a person and woman I'd would be extremely happy if she was in my life forever that is how easy she has made it for me to trust someone again. Thank You Jennifer.

best service you can get, with kindness

The problem I had was the trailer was too wide for the tractor that I was picking up. I brought the u-haul back within the hour but the girl said she could not refund me. I would like to get a refund due to the trailer not being used. Thank you Paulo

Excellent service.

Very friendly and helpful! Would recommend this location! Thanks for all your help!

The day I rented the truck was very frustrating as the first location I was to pick up from was a new agent and they had no clue as to what they were doing and were very rude . I left that location very upset and mad . I then called and tried to find another truck and the lady on the phone was very understanding and found me a truck in abby which was perfect. I got to the abby location and the lady there was very helpful as well and set it op to be droped off here in chilliwack. Now the drop off didnt go so well as in abby they gave me the wrong truck but the lady in chilliwack was very helpful and got it all sorted out. The first location is on Keith Wilson rd at a new storage building and they need sum better ppl skills and training

Thanks...

Very helpful staff professional and well organized easy to deal with

Good service! The representative was really helpful even when it was really busy. Would totally recommend and use it for next time.

The lady that came out of her way to help us at this location was your saving grace. She was helpful, friendly, empathetic to what we had gone through, that lady deserves a raise and all your appreciation because had it not been for her we would gladly tell everyone never to use Uhaul for moving but now we will only tell them that this location is the one to deal with if you have to use Uhaul.

I live across town near other U-Haul dealers but I prefer to travel the extra distance to the Matsqui Place location because the service there is the absolute best. 5/5 stars!

Great girl in front talked for a bit just about stuff going on in the world

Everything looks excellent to me for now . Keep it up 👍🏻

The lady was rude and even though the rental truck was returned clean she made us broom it and also wanted to get the front cab super clean though it was clean and was just used to drive as no body was on passenger side.so very bad experience with the lady

Don't make it so hard to get the truck this online stuff is so stupid I think we should be able to go inside and get the truck keys from a employee it's so stupid trying to get that lock off the back of the truck to get the keys

Don't do the on line check in

Bad customer service

Have more than one employee doing everything. Line up out the door in the afternoon.

Nothing. All good

Jennifer is the best UHaul manager. I know, as I’ve dealt at dozens of Uhauls & other storage facilities across the US & Canada She is knowledgeable, friendly & helpful & somehow is able to smile after a tough day

Jennifer was excellent to deal with.

Very friendly and accommodating

The telephone system at uhaul is horrible! I've never been able to speak with anyone when I've tried calling. I was in hold over 30 minutes twice in the summer when I tried calling this location and yesterday Ed on hold 20 minutes with the west kelowna location before I gave up then too... If it's happening to me is happening to others and I guarantee this is costing you business. If it weren't for your reasonable rates I would've gone elsewhere. Also the online reservation systems efforts to get me to bm fall for an upsell leave a bad impression and make the reservation more complicated than it should be. Things like automatically selecting features like boxes or getting me to accept paid help when I'm only renting a motorcycle trailer are really annoying. That being said your front counter staff at this location are friendly helpful and courteous. Most of all not being able to get through on the phone is my biggest complaint

Staff were helpful but difficult to understand on the phone due to accents.

The lady in the morning of October 8 was exceptional and so friendly. The lady in the afternoon of October 8 when working on our return, just left us for over 15 minutes in the office and went out and helped someone who came in after us. It didn't make any sense at all! Her service was nothing like the morning lady.

Ridiculous return. Told to do return online despite agent being there doing nothing. Enter mileage and fuel, then have to verify with pictures. Done. Then agent comes out and and repeats process. Tells us to wait. Doesn't come back out. She says she didnt know we were waiting. Return process beyond ridiculous! Will look for alternative in future.

System regitration for submitting DL fail. Staff is rude. and they force you to eat additional insurance and they say its not insurance you should be ashame of harry w this business is run. 65 $ for a short run

Woman at the counter was very unprofessional. Would not help me return the truck because the self serve online was having issues. She said I'd have to figure out how to do it on my own. She made me wait so long that I was late by over 40 minutes going home and had to pay the cab extra for waiting. Nothing went in the back except a few back packs and clothes as we had no other options for a vehicle, however she claimed that she would charge us 60$ + to sweep the back of the vehicle despite the fact that it was already cleaned out. She took my phone directly out of my hands and got snippy with me when I explained the website was not working. She was also very rude to the lady in front of me in line. This was a very frustrating experience.

I got quoted 437.00 in the end with gas ended up over 700.00. To go from Abbotsford to the shuswap. In a 10 ft cargo van. Which ran beautiful. A little pricey, for u haul

I rented a 4 x 7 utility trailer. I waited for 15 mins for the staff member to get off the phone and by the sounds of it was not a customer. Once I hooked up the trailer she had to inspect it and said that I had it hooked up incorrectly. I've rented 4-5 trailers for. Uhaul and hooked them up the same way and never had to change it. She the. Couldn't get the smart phone to work correctly and had to wait again. I never have a smooth experience with uhaul. I don't know why I come back.

Give the young lady who looked after me at pick up and drop off a raise. She was very pleasant, knowledgeable and helpful throughout the process. A true professional whom deserves to be paid accordingly.

Made a stressful experience bearable

The ladies working here are very professional and helpful. Really liked renting from here.

I haven't got my refund back that I am owed for my overpaid deposit. I paid $125 on my debit card as a deposit and have not received my refund. The lady at the location was no help with this problem

This was a busy location with only one staff person working. There is no way she could manage the 3 customers bringing back trucks and trailers AND the customer picking up a truck and car hauler. Check in took way too long and she did not check the trailer we rented for any damage. Good thing there was none!

Im only giving you above average rating for two reasons. When the new doors were installed the pushed all my storage material into a big pile and left nuts bolts pieces of metal behind. When i mentioned this to the staff, it was like i was bothering them. Plus I now am renting a 5x10 unit. That in reality is only 5 x 9. The last 12 inches is located on the exterior. And i hope your not saying the 10 is the height...So im paying for 50sq feet of air...I woud have given the staff an ok rating. But you dont have that option , but not worthy of a No rating

Was unaware I could leave my vehicle there so I took a cab. Did not know I needed to have my phone with me.

Please provide more information about the car hauler as I couldn't get my car onto the trailer and dropped it off at the end location and didn't use. Also did not get my money back or anything to help the situation.

GREAT SERVICE.

It's definitely the worst storage my company had to deal with. Now we are switching our other storages from UHAUL to somewhere else. It's absolutely robbery! will never deal with you guys again, no matter if it's personal or business... Won't recommend to anyone!!!

The employees at this location were adequate. UHaul itself and it's policies and practices were the problem. An overall terrible customer experience.

Very satisfactory. Thsnks, Uhaul

The lady got most of my info wrong, demanded phone numbers not needed and did not explain what they were for. I thought they were emergency numbers she was asking for and turns out they were not . U haul phone in support was amazing and fixed everything.

The lady working tryed to tell me i could not drop off the truck i rented at the location. She looked like she was new or to overwhelmed with it being busy.

Make sure the trucks are clean. We are told that if we don't clean them before returning that we'll be charged for the cleaning. But i had to scrub grease off of the floor of the truck before i could load. I am Not impressed.

Cheating with gas marking wrong

Lady on the desk wasn't very nice ! Calling around 5 pm asking where the trailer was to and why I wasn't back with it yet !

We had difficulty finding the facility and when we arrived on Sunday we were a few minutes late it was closed. We telephoned your office to inform you we were going to be a day late and yet we had numerous messages on our home phone telling us we were late. Poor communication on your part. The return on Monday went very smooth. Thank You.

Management is amazing here, they are easy to deal with. That is hard to find these days

The truck was filthy with brown pieces of I have no idea all over the floor. And with covid going on the whole truck was filthy of dirt there is no way there was any wiping down of the vehicle to prevent the spread of germs to the next person. And the service I got when I dropped it off. Not professional at all. Never renting from this location again.

Rats destroyed all my stuff!!!!! Wish I could have been given a cheque to replace some of my damaged items!!!

It was just about location to move, staff and manager Jennifer always went above and beyond for me and I could not have been happier. Sad to leave but I’ll visit! Cheers to a great team at Matsqui place

I am happy with my overall experience. The entire experience was straight forward and easy to navigate. A shout out to your customer service reps: They're doing an amazing job! My only suggestion is for clearer instructions for determining how much fuel to refill. Otherwise, thank you for making this experience painless.

Give a person what they ordered. I ordered a truck with the granny attic on top & received a 10" truck, way too small. I didn't know the size of the truck with the granny attic on top but the man taking the order should know. When I said I would like the truck with the gang attic on top - he then says do you mean a 10' truck. I said sure if that is the one with the granny attic. Well, he is the dumb employee if he doesn't know the difference. Last time I ever order online. It then cost 2 men the cost of the gas from their own pocket to get me moved from Abbotsford, BC to Calgary, AB because the 10' that has no granny attic was too small for my stuff. Not happy with their service. Wouldn't recommend them unless you go in person to pick out the size you want for these dumb employees who don't know the difference to see that the 10' doesn't have the ganny Attic. I have always rented the granny attic & had never been told it's size so just always call it granny attic. They should have at least refunded some money for the 2 men who paid gas both ways from their pocket.

Great experience! Woman was super nice and personable

They made us come into a confined space with a class A motorhome, provided no help with hookup. My friend picked it up for me, she has no experience with hooking up a trailer. It took her an hour to navigate out of the yard, she had to back up and turn. Then the Lady checked her lights, and obviously lied, saying they were all ok. She missed the fact that the chains weren't even hooked up. and the passenger side light on the car dolly wasn't even on.

Associate was friendly & helpful but I didn't get the extra mileage that I was promised. Interior of truck cab was dirty & the opening in the handles were filled with water.

Charged me for a utility dolly that I never received or used!

Parking area is not defined.

Very understaffed location, the staff were very helpful but also very behind and rushed to get things done

To make the correct marking on the sheets on gas mailege on truck:

The lady attending to us was excellent.

The online check in and out process was handy, but took forever. The truck was clean and easy to drive. When I returned to the store to return the truck the person working there told me I had to back in, something I was comfortable doing and when I said I wasn't able to she has so rude to me about it I had to call my husband to come help. I would rent a truck again but not from that location.

Nothing that I can think of. Everything went very well. Sure would have been nice to have a fob to open and close the cab doors or automatic windows. LOL!

The best part of our experience here was the young lady in the office; Jennifer, I am guessing, is her name. It was her we saw this last time as we emptied our unit. She was SO pleasant, efficient, and helpful. She even remembered us from when we first set the storage up. She is why we would recommend this place.

Thank you for keeping my stuff dry, no damages.. and the staff were always friendly.. Cheers

Brought my own padlock, but Would not let me use my own. then when I was standing there with no other option, they charged me for one of their own cheap crappy $10 locks. Then explained the reason for this was so they can easily cut the lock off if they needed too, but assured me that motivated BnE offenders somehow could not cut it. Underhanded.

Jennifer Machado handled my bookings so well! With a busy line up behind me, and being on hold with the police, she still helped me complete my booking on her computer and kept super cool under the pressure. Super friendly to deal with!

Jennifer was outsanding, she took care of all of my uhaul needs. I will be back

The people at Uhaul are always friendly and helpful. They will go out of their way to help.

I've used other Uhauls over the years & Jennifer is by far the best manager. She's knowledgeable, friendly & has lots of common sense. I like dealing with her.

The woman in the office was very courteous and helpful and went out of her way to make sure that we were well looked after. Thanks!

Outstanding customer service

Wonderful experience Excellent customer service

When ever we move U-haul is the only company we use . Have been using U-haul trucks and storage on and off for 40 yrs .

Absolutely horrible, no free month for storage travellers no one way. Drove 1700km and first month free. Rented a uhaul truck with hole in tank and never covered my whole gas bill because I had to return truck. Company kept changing my visa 2 months after I canceled my storage.one staff member has no idea what they are doing. Horrible experience and will never go back.

All good

Staff here were always helpful, friendly and professional. Great team!

I was looking for fast, easy, reliable, safe and a cheap price for a storage unit usable the same day. Was able to accomplish all that online and could go just after. Really satisfied.

I felt the lady that helped me she was very nice and new her job very well. She made sure I had a locker she got the paper work done faster then I had in the past. Great service from her.

re maintenance - front door was stuck closed we stood in rain until girl noticed us...lol was also invoiced for room I didn't use but generally good service as usual!

My only complaint is the location has allot of Uhaul equipment stored around the facility that can make navigating a 20"+ truck difficult for the average person.

Very helpful. Highly recommended

I was nervous about booking based on other reviews. But the mobile check-in service was very easy with step-by-step instructions. I also used the counter service and had great help.

The staff here are awesome! Very helpful and friendly.

Everything was easy :)

No Problems

None

Had to get a 10 x 15 instead of a 10 x 10. Staff very helpful to accommodate. Able to unload and drop off trailer with no problem.

Customer service was exceptional!!!

Very friendly and helpful employees, no complaints about any aspect of this U Haul storage facility. Two thumbs up!

Everything was fine. Thx.

Excellent assistance both online and in the office.

Staff was always helpful when needed and effectively answered any questions

Staff goes over and above to make the experience great.

This was not the U-HAUL I was originally booked in but it was convenient and they were able to accommodate me when the original U-Haul had a unit miss matched.

thank you for your great help and consideration

Service rep went above and beyond. I only had a few hours before I had to fly out. She helped me find what I needed with local tips. Greatly appreciated

Friendly and knowledgeable staff always willing to help and go the extra mile.

I have just rented a 5x10 unit. I had a really difficult time getting the sliding latch to open. I talked to the lady on shift and she said that there were a number of units that are very difficult

Great staff!! Friendly and always helpful. Excellent!!

The lady in the office was awsom helped me every step of the way nice n friendly professional arranged everything right there on computer i was in and out in 15 min very goo

Online bookings were easy, staff onsite always helpful, great pricing

Thank you.,you have been a great comfort.

Very efficient and professional!

Jennifer was the best!

Really was a pleasure to have businesses with Uhaul the staff made very easy every thing.

Great service!!!

thank you for great service - Jennifer has been an extremely helpful manager

1 headlight that was not working & damage to the truck. They said just take a picture & don’t worry. Really? Minor issue but the old damage was repaired but came loose. I’m not responsible for it.

I rented a gated unit, I inquired about an exit fob, she stated there aren't any! Beware seniors & disabled , this may not be the storage units for you!

Excellent service and storage unit was perfect for our needs.

Friendly and helpful

Excellent customer service and extremely helpful.

Only complaint i would have is a couple of our boxes were damp other then that overall happy

As good as it gets! Couldn't ask for better!

I always get good service here

The facility was clean and well maintained, It appeared secure and well lit. The staff was friendly and helpful. I would recommend this facility to a friend.

Thank you for a great easy storage experience, we would definitely use your facility again. Cheers Julie

Was convenient and secure

The service was fair and courteous

Customer service in person on the phone was excellent. The storage facility was clean and larger than expected. Convenient location. I would definitely recommend Uhaul to anyone which I have. Thankyou

The woman at the desk who helped me was very helpful and very friendly and professional.

Very good experience. Clean, accessible, worry free.

Brilliant

Very friendly staff would use again in a heartbeat if needed.

rated as above

Always clean and staff friendly and helpful

Office staff were super helpful. Gave me extended access when I arrived with the trailer so I could unload it and return it that night instead of having to return the following day.

the staff was always very helpful, and professional. If I ever needed a storage locker again, I would definitely look at UHaul 1st.

Only stay of two. Months— very pleasant staff— very satisfied. Thanks. Desmond. Dumaresq

great friendly staff, got me the truck i needed last minute (twice) , special promotions were applied, all in all a very pleasant experience which made moving less stressful! :)

Was a easy to navigate and was easy to move out Was secure and safe Good job guys

Thanks :)

The storage was great. But I called and reserved a van and car dolly 3 weeks in advance and when the day came I had to go 40 mins to other place horrible service thanks for nothing

Rented from you before and will rent from you in the future if the need arises. Thanks for the great service Jim