Customer Reviews for U-Haul Moving & Storage of Brampton W

Rating:

5.0

Service was very fast and easy

Rating:

1.0

I booked a 10ft box truck to move some furniture, went into the branch in person and reserved the truck for half day from 10 am to 5 pm for a later date. When I went to pick up the truck the lady tells me at check in that I have to bring the truck back by 3:15 pm because that’s what it said in the system, but on my u-haul app it showed the correct time, either way she didn’t want to help me with my problem and after voicing my opinion the supervisor took care of the situation. I am very displeased with the way things were being handled at this location.

Rating:

2.0

I returned truck after hour and had to speak to a live chat to return. Then they had to give 116.00 of my deposit and I never received it. I'm still trying to get my money back.

Rating:

4.0

In this store no buddy pickup my call lat time idropped my truck and i already fillet Ggas , they send me bill next day 34$ , i took pictures before when i dropped , now i try so many time i call no buddy pickup

Rating:

5.0

Best location of uhsul and very friendly , helpful staff.

Rating:

3.0

The van i took was so dirty. I smelled like someone pissed inside the van. It was impossible to keep my home stuff in like that. So I spent another 20$ to get it cleaned . It was highly disappointing and when told to staff, they told that yesterday was busy so didn't got time to get it cleaned. What the hell is this excuse.

Rating:

5.0

I had an issue with Bolton location and Rajnit didn’t just tell me to go back to that manager like the rest of managers do. She helped me out even though she didn’t have to. I highly recommend this location to all my friends and families

Rating:

1.0

Dear U-Haul Customer Service / Management, I am writing to formally complain about the unacceptable experience I had during my recent truck pickup and the way the situation was subsequently handled by the management team. I arrived at approximately 7:00 PM to pick up the truck assigned to me, Truck TM 1045 R. When I went to the designated location, the truck did not have the key where it was supposed to be. The padlock was also not properly secured. After searching, we eventually discovered that the lock had been left on top of a locker outside on a pillar. I then had to contact U-Haul Customer Service, which resulted in us being sent around the parking lot searching for another truck. After considerable time and frustration, we eventually located Truck TM 6869 R, which was ultimately released to us. This entire situation resulted in approximately three hours of completely unnecessary delay due to what appears to be an error on U-Haul's end. I had followed the instructions provided to me, yet I was forced to deal with the consequences of an apparent failure in your truck assignment and key/lock management process. I returned to U-Haul this morning, September 2, to speak with the immediate manager, Madhu, in the hope that the matter could be addressed professionally. Unfortunately, the response I received was extremely disappointing. Rather than acknowledging the obvious service failure, investigating what happened, or reviewing the available camera footage to determine the actual root cause, the conversation became focused on attempting to prove that I was somehow mistaken about where the truck was located. I also explained that we had been given Padlock #7, and that the system displayed the corresponding code as “Salt.” This was denied by the manager, who stated that Padlock #7 belonged to a 15-inch truck. This raises another serious concern: I had no way of knowing the padlock number or code unless it had been provided to us through U-Haul's own system or staff. Instead of taking ownership of the situation and investigating the discrepancy, I was offered a $20 voucher, which I declined. I requested the $50 compensation that I understand is applicable under U-Haul's policy when a customer loses time due to an issue with the truck or reservation. What was most disappointing was the complete lack of accountability or even a simple apology. After wasting approximately three hours because of an apparent U-Haul error, I expected the manager to show some level of professionalism, empathy, and willingness to investigate the matter. Instead, I was left with the impression that the priority was to shift responsibility rather than resolve the problem. The entire experience—from the incorrect truck/key/lock situation, to being sent around the parking lot searching for another vehicle, to the way the matter was handled by management—was unacceptable and highly unprofessional. I am requesting that U-Haul: 1. Investigate exactly what happened with Truck TM 1045 R, including reviewing camera footage and assignment records. 2. Review the padlock #7 and code discrepancy and determine why we were provided information that management later claimed was incorrect. 3. Review the conduct and response of the manager, Madhu, including why the matter was approached as though the customer was at fault rather than investigating the company's error. 4. Provide the $50 compensation requested for the significant amount of time wasted due to this incident. 5. Provide me with a written explanation of the findings and resolution. I have no issue with genuine mistakes occurring; mistakes happen. What I find unacceptable is when a company fails to take responsibility for those mistakes and, instead, leaves the customer to deal with the consequences. I expect this complaint to be taken seriously and escalated to the appropriate level of management. I would appreciate a written response addressing each of the concerns above. Sincerely,

Rating:

5.0

Everything was smooth and good

Rating:

5.0

Equipment was not cleaned when received

Rating:

1.0

The location is too overcrowded and there’s two much of a long line to get serviced. The people in n line are not prepared and they go in front of the Customer Service Representatives, unprepared and holding up the line. People should reserve the trucks online first. Someone can get there on time to pick up their truck, but because other people are holding up the line with foolishness you are actually late for picking up your truck. People need to get there at least an hour earlier just to be on time to pick up your truck because of the lineup. The lineup is due to unprepared people and the customer service representative seem to not care that the lineup is going out the door. They are not telling these unprepared people to step aside and when they have it figured out come back. These people are in line for 45 minutes with the Customer Service Representatives doing foolishness and holding up the line and the Customer Service representatives are allowing this. This is poor Customer Service.

Rating:

2.0

Everything is good But i am disappointed with Gas When i got the truck at that time it was showed only 27 miles left with gas Then i fill up 20$ gas soo it showed 49 miles But even that i have to paid 48$ for 7 miles driven That’s too much Thanks

Rating:

5.0

Over all is good, the parking lot is understandable.

Rating:

5.0

Add more customers reps to avoid long wait lines

Rating:

3.0

This was the original location I booked for drop off. However we received a text advising to drop the truck off at another location. We went to the other location over by Home Depot and that location is completely blocked and closed. No place to drop a truck. We then called the service line who told us we had to call scheduling in the morning to change the location. WE DIDNT CHANGE THE DROP OFF U-HAUL DID. We left the truck at our original selected drop off point and the key box was so full you could pull out a handful of other keys so we took the keys home and had to go back at 7:00 am to drop off in person.

Rating:

5.0

Great 👍

Rating:

1.0

To return the vehicle it was nightmare. No parking available, key box was overloaded with keys. No one to help.

Rating:

5.0

My experience is all good staff is very friendly

Rating:

1.0

Over booked me 3 times. Couldn’t give me the time frame I originally booked or even the size I booked. Truck had other peoples belonging in the truck. Wouldn’t recommend.

Rating:

3.0

Online / App check in went well as there were 20 people in line waiting Found truck with help of guys outside in yard. Tire warning light on. 1/2 tank of gas App would not upload photos Staff are nice. Drop off went better

Rating:

4.0

Show a picture of the location of vehicle when picking up. It was a bit difficult to find

Rating:

5.0

Some days your internet connection isn’t working properly, so as to easy flow of your customers

Rating:

4.0

The price was higher. I drove only 26 km and had to fill $15 gas to get the fuel level to same point. The Van was using too much fuel

Rating:

3.0

It’s too busy with little help in the yard

Rating:

4.0

Lil bit exp

Rating:

5.0

I did not get any reimbursement for my extra Gas that I put in the truck.

Rating:

3.0

My truck HAD ROACHES!!!!!!!!

Rating:

5.0

Add one more counter person

Rating:

4.0

Recommended

Rating:

5.0

Very helpfull staff

Rating:

5.0

This was the second time I've rented here and the staff has always been friendly and the rates are very reasonable.

Rating:

5.0

Nothing at all. The ladies at the front counter on saturday are awesome

Rating:

5.0

All good

Rating:

5.0

Great service , great price , dependable flexible programmes , clean storage & trucks

Rating:

3.0

Night drop off. Over crowded lot with trucks, hard to find a parking location. Lots of confused clients trying to use your App asking for help.

Rating:

1.0

I didn’t expect the truck rental to be the most stressful part of the move…but I was wrong . I ordered a 20 foot truck rental 2 weeks prior to the move from a location 10 minutes from my house…received a quick order confirmation, nice and easy. Day before move U-haul calls and said they only have a 10 foot truck or I could pick up a 15 foot truck in Concord, about an hour drive from my house. My only option was to take a 20 foot truck that I would have to return back to U-haul at the place I rented from instead of dropping off at my destination, added an extra 2 hours to my move. Spoke to a few people at U-haul and no one showed any regard for the situation , just that’s the way it is . Very poor customer service and like I said added unnecessary stress to an already stressful time. I will be moving again in the near future and will undoubtedly rent from another company.

Rating:

5.0

The unit was not cleaned from prior usage

Rating:

5.0

Great experience, all staff were professional and courteous. All charges were explained at pick up.

Rating:

1.0

My original booking ended up costing me 1.5 hours of time because the person who confirmed it made it an in store pickup when I selected APP pickup during booking. I had to uber to another location to pickup a smaller truck

Rating:

4.0

A bit more knowledge on how to return equipment in the app. It was a little tricky to figure out and to navigate through.

Rating:

5.0

Very efficient and friendly staff.

Rating:

5.0

Very friendly and courteous customer oriented Julie appreciated the service I received

Rating:

5.0

The lady who served when I went is always kind to me.

Rating:

3.0

Customer don't take time

Rating:

5.0

Good service 👍

Rating:

2.0

I tried to rent another trailer for the return trip home and it was 4 times at much as the first rental. This is outrageous.. from $108.00 to $500.00. a joke.

Rating:

5.0

The only issue was that the vehicle was requesting to have an oil change in the dashboard

Rating:

3.0

There was a coffee cup and Tim’s wrappers in the vehicle. It was also a bit discerning that the service engine oil light was on as apparently there was only 600 km left before an oil change was due. I’m no mechanic but I don’t think one should be waiting till the last moment to do an oil change

Rating:

5.0

Great service and price

Rating:

5.0

good

Rating:

3.0

Units were smaller than one I picked online. Had to purchase another smaller unit to fit all gear in. Had this facility had a larger unit available, I would have been able to utilize one unit. Had issues with access doors and crowded site being able to back into loading dock.

Rating:

5.0

Excellent service overall

Rating:

4.0

The only thing I had an issue with was the app. I tried to get movers book an appointment and no response and no body came. I had to load the truck by myself.

Rating:

4.0

The staffs were disorganized, when it came to the pickup of the van and collecting of keys! Barely any assistance and when asked the workers reacted clueless as to what is suppose to be done.

Rating:

5.0

Beautiful ..

Rating:

5.0

It’s all good

Rating:

5.0

It's all good .

Rating:

4.0

Very happy

Rating:

5.0

Everyone was very nice to deal with. Rohan was a great help. Thank you!

Rating:

5.0

No complaints

Rating:

4.0

Front counter women were very friendly and helpful

Rating:

4.0

Your staff was very helpful with what I needed.

Rating:

4.0

The ladies at the service desk were outstanding and had a handle on everything 👏

Rating:

5.0

I had an excellent experience with U-Haul! From start to finish, the service was outstanding. The staff was extremely professional, friendly, and helpful throughout the entire process. They took the time to explain everything clearly and made sure I had the right equipment for my needs. The truck was clean, well-maintained, and easy to drive. What impressed me the most was how accommodating and efficient the entire team was – they truly care about their customers. I highly recommend U-Haul for anyone looking for a smooth and stress-free moving experience. Thank you to the entire staff for your great service!

Rating:

4.0

So nice

Rating:

4.0

I am very satisfied with the service I got froĺm uhaul

Rating:

4.0

The storage loading area would sometimes blocked with customers returning trucks back to the facility after use.

Rating:

5.0

Thank You Uhaul Team.

Rating:

5.0

I stored there for 6 yrs .. no issues great staff

Rating:

5.0

Great service. Rohan and girls at front desk are great!

Rating:

5.0

Staff very friendly and helpful

Rating:

5.0

Your staff name Rashi do an excellent job Thank You

Rating:

5.0

Staff was friendly and very helpful.

Rating:

5.0

U-Haul storage facility well maintained good customer Service helpful and communicate

Rating:

5.0

Staffs of U HAUL 11 Main Dt Storage are ver accommodating, & very kind to entertain everybody transacting business to U Haull, & I will recommend UHaul to friends about the kindness of the staffs entertaining customers.. Thank you very much for the very experience given to me by all the staffs, & I had very good experience storing my belongings, I hope to return again … God Bless

Rating:

5.0

Rohan and Kevin were great!

Rating:

4.0

It was a good experience at UHUAL. What separated Good from Great was the long wait time to get to the CSR when I was observing another rep doing something else as I believe they could have assisted and then go back. All in all a good experience.

Rating:

3.0

The facility itself was generally well-maintained, though the access door once took several days to fix. I did see a mouse inside once though never inside my unit. There were no floods or roof leaks, or mold/mildew, so that’s positive. The line waits could be a bit long though there were always at least two people at the desk. The staff were generally polite. The big issue is that many people are self-absorbed slobs. That’s not your fault, but it makes your facility less than desirable. People standing in the middle of the parking lot staring at their phones, trucks or even cars parked to block doorway access or even getting in and out of fhe parking lot, a mess all around the dumpster and assorted objects that can puncture tires strewn all around the parking lot. There needs to be a bit of a culture change where rules for conduct are clearly signed and enforced. You won’t go bankrupt or lose any customers that are worth keeping. Some will even show their appreciation. Thanks for listening.

Rating:

4.0

Your rates/month are more expensive for the same size of space with your competitors and don't offer the same technology as they do. But your staff was incredibly friendly and helpful.

Rating:

4.0

An animal got into my unit and left animal feces throughout the unit. However, the staff moved my possessions to a new unit as soon as they were made aware of the situation. They were very helpful and solution oriented.

Rating:

3.0

The storage was very cramped. The size should have been fine but the height was under 6’. Also the door was tiny

Rating:

2.0

The constant raising of the price every year is extremely predatory to people looking for an affordable area to place an excess of belongings. When I got this storage unit it was very affordable but has been increasing exponentially over the last 2-3 years. Please be more apparent on price increases with customers in the future

Rating:

2.0

Several items have clear mice damage. Unit was very dark, needed flashlights to load an unload. The fire alarm has been on low battery, doing that annoying beep the entire time of our storing stay. Heard it non stop loading in the unit, non stop moving out. Staff were not friendly or knowledgeable when we first arrived.

Rating:

4.0

I am not statisfied with the service of my last renta. My pickup location I wanted over 20 mins outside in the sun for rhe rep to open the door and assist no one was at the office. I called your customer and was given $50 off my renta and when I dropped off my renta they did not apply the $50 off but told to call customer because the rep did not put it on. The rep I think his name was Bryan...when he came in he looked half a sleep no apology made he just act like he did not care. I was very upset because I have some deadlines to meet and my while day went bad after due to getting the truco very late. The Dropbox off location was ok ....no problem

Rating:

1.0

This location is under staffed, the staff leave you waiting on hold, offer to call you back and never do. The manager.does not respond to requests for call backs, This locations service is very poor.

Rating:

3.0

We enjoyed Uhaul, but you advertise a price on your main wall and continue to raise the price 4 different times. We always paid in advance or monthly, never late, but continued to get charged more. I brought this up to anyone who would listen, and nothing changed. Last month I was charged another 4 dollars. Your advertisement is false and misleading. You could have had me as customer for years.

Rating:

1.0

Long waits, terrible customer service, way overpriced

Rating:

5.0

Amazing service, amazing staff. Took very good care of me and made sure I was happy with the services before I left. Will definitely be using them again and telling people to use them.

Rating:

5.0

Great service

Rating:

4.0

While staff is always polite and friendly, I always wait a minimum of 10 minutes in line before talking to a cashier. I always expect that things will take a long time when I go to this U-Haul. I cannot be in a hurry. I came today to change my storage unit from a big one to a smaller one. Before I could start to empty, I was told by an associate to go tell the cashier to sign me out of one storage unit first. So I lined up for 10 minutes just to find out by the cashier that I could have emptied my storage unit and filled the new one and then lined up to see the cashier to complete the transaction. Too much time wasted.

Rating:

2.0

Very unorganized, alot of the times don't pick up the phone, not good at explaining to customers that when they put a hold on a storage unit it just for the day. They don't show you the unit until after you pay which not good. steep stairs to go to units they need to make better access for people that can't go on stairs. I have used this location in the past for moves never really had too much issues but yesterday I was pretty disappointed.

Rating:

1.0

Extremely upset that it took about 30 mins to get into my locker. Not to mention you guys wouldn't take my bank card, so I then had to go get money out to pay for it. Also my original locker was locked and they didn't know why. They had to give me another locker. Also didn't realize that i had to go up stairs to get into the storage unit. It took 5 hours to unload our truck because of this. I understand it says you may have to go up a few stairs but that's extremely misleading as this is an entire flight of stairs. Also had to step down into the location which made things even more difficult to move. Also not to mention I couldn't even get close to the door, we had to park off to the side and was not able to use the ramp. Extremely disappointed in this storage location. Will never rent storage at this particular uhual location again.

Rating:

1.0

You guys made me loose over 2000 dollars worth of furniture due to your error and only offered me 2 months free of my storage which has not fixed my issue with my furniture at all I am beyond disappointed in this company

Rating:

1.0

The load in area needs to have a ramp you can move the trolly in and out within you don't have a truck with a ramp. I have trouble each time calling to get through to a staff member it takes so long. They are not courteous and put you on hold for a long time after answering and jot saying anything. I was moving from one unit to the next and HD all the above difficulties on top of the staff on site did not have access codes and had to wait

Rating:

1.0

My whole experience was horrible. Reservations that are not fulfilled. Horrible customer service. Got a storage unit that I could not access at the time of moving, also no information given. Lady that served me was distracted and did not value my time, and was on her cell phone during out interaction.

Rating:

5.0

Awesome.

Rating:

2.0

Got water damage to some of my furniture. Staff would send emails and call of you are a day late paying the rent.some people are on fixed income and have to wait for money to come in.and the rent is alittle high.

Rating:

1.0

I'll never again rent from here and I won't recommend it to my friends.

Rating:

4.0

Not enough desk clerks. Too long lineups to get service.

Rating:

5.0

The front desk costumer service was awesome . Thanks

Rating:

2.0

Very difficult to communicate with as there is no phone for asking questions other than the front desk, and they are always busy dealing with customers.

Rating:

4.0

Thank you Madhu for offering me free month service for rental of storage

Rating:

2.0

Lighting was terrible especially where upper units were located. Trucks were always parked blocking entrance way to storage units. Sometimes there were sketchy people waiting outside of the door trying to get in without a code. My storage unit would have water in it every time the snow melted - there is a leak coming in from the right side of unit by door.

Rating:

5.0

Uhaul attendant Ms Madhu was extremely helpful. I am very pleased with the service she provided. I will always remember this experience.

Rating:

5.0

In the past 10 years I have used the storage space at UHaul a few times.I have always been impressed with the cleanliness of the facility and I have also observed how well they take care of the vehicles.I do have one recommendation and that is some of the staff need to smile more while serving customers.The cleaning lady was always very helpful and pleasant. I would definitely use UHaul again in the future.😊

Rating:

1.0

I paid for this storage unit for a client as I'm a realtor. They were not happy at all when they couldn't access the unit. I had also asked if by chance the unit for the 3rd month could be shortened to the end of the first week as the client moved everything out Aug 8. I will never get involved or book through your location again. Your staff was extremely rude to myself on 2 occasions and my client on another occassion.

Rating:

4.0

Was a helpful storage space between moves

Rating:

3.0

Overall ok

Rating:

4.0

A big issue was no lighting in the storage itself. The hours were also fairly short in the evening and accessing the storage was challenging at times.

Rating:

1.0

Worst service ever. Booked 26’ft truck 3 weeks in advance and got confirmation but get a call one day before saying they have a 17’ft ready . Bad service from madhu at counter as well. DO NOT USE.

Rating:

5.0

Excellent friendly staff

Rating:

5.0

Great ladies working in the office. Would like to see it more multi cultural.

Rating:

4.0

ceiling not high enough

Rating:

3.0

None

Rating:

5.0

We needed a second storage at the last minute and the staff were very accommodating in finding us something for the 4 days we needed them. They also graciously returned one month payment to us after.

Rating:

1.0

Not impressed with Uhaul! I’ve spoken to about 6 people from Uhaul, also wrote an email regarding the issues I’m currently still having with Uhaul. I need someone to call me asap, [redacted]

Rating:

3.0

I wanted to rent a storsge unit. Your service this time was so so but the unit was smelly of mould and sunward to get to Your staff should not have personal conversations while serving. Thank you.

Rating:

2.0

No attention to customer service

Rating:

4.0

Need lighting in the actual storage units. Even during the day time it was difficult to see in the unit itself. The staff at this location always went above and beyond for me.