Customer Reviews for U-Haul Moving & Storage of Downtown Kitchener

Rating:

5.0

Although my experience with this location was great, my return was very difficult as there was a bus that drops folks off at King/Victoria, and people fill this lot waiting to pick people up. When I asked some to move so I could park the truck, they refused. This was my only issue with this location.

Rating:

5.0

That area of hooking the trailer is a little congested. Especially when returning the trailer, it does get difficult

Rating:

4.0

My entire experience with UHaul this weekend was very frustrating and disappointing. I had reserved a truck at a local depot and was there a few minutes before the store opened. The store still had not opened by 8:10 so after checking my confirmation of time and place - I called the 1-800 number for support. The folks I spoke with were very nice but could not help me at the location I was at. I had to drive all the way downtown to get a truck. Upon arrival there- that site was not open either. Again- I checked the location and time and had to call back to the 1-800 number. The app was not allowing me to check out the vehicle. The staff finally arrived to open the store- a few minutes before opening time but well after my pickup time. The staff there was very efficient and we were soon on our way but well over an hour later than originally expected. Not only were we inconvenienced, the people we had coming to help us were also inconvenienced. We had to replan the entire day for several folks. While loading the truck my husband scraped his leg on a protruding metal post near the back door. I think it was part of the device that secures the dolly. When I returned the truck I showed the staff but they didn’t seem overly concerned. The parking lot there is extremely congested and right downtown- which is why I didn’t set up my reservation there in the first place. Suffice it to say I am very far from satisfied with the entire ordeal.

Rating:

5.0

Everything went perfect. I was especially happy with the way the customer service rep walked me through the app when I was picking up the truck.

Rating:

3.0

Pretty sure the employee over charged me $50 dollars, the place was dirty and rather gross, the location was difficult to get to in ways of parking and I don't know how a hub location took more then 24 hours to get a one way vehicle. I'll use budget next time.

Rating:

5.0

Great service great staff. Thank you.

Rating:

5.0

The mobile app wasn't working and I'd tried several times to set it up the night before a 7:30 a .m booking for a ten ft oot truck for a move job.That..was bad.But your customer service was all over that issue and the move went without a hitch so..five stars.

Rating:

5.0

Love the level of service this location has and the speed

Rating:

1.0

Terrible customer service. You have an automated system that isn’t and customer service that is completely unfriendly and only mildly helpful. Fees are full of hidden fees! Scammers! Truck was ok but could have been cleaner. I have rented a lot from this location in the past but will definitely never will again and will tell anybody that I know not to go there. You can do better U-Haul!!!

Rating:

3.0

Drop off went better than the pick-up experience, however the overall process of the app is very frustrating. Upon taking closing images, the doors shut locking in the key and the overall process could not be completed through the app. Customer service was unavailable due to the drop off time being delayed and I had to follow up the next morning. Online reps were somewhat helpful but never mentioned an additional fee which was later charged. Getting to any customer service was more than a challenge, lots of menu reviews without actual support. The manager is very nice at this location and I think it would have been an overall better experience with more face-to-face interaction removing apps from a service business.

Rating:

3.0

This location is difficult to get to & has no parking. I was trying to hitch a trailer while blocking a busy alleyway. I prefer the Fairway Road location but couldn’t get what I wanted there

Rating:

5.0

Love the services and the communication, assistance was the best.

Rating:

5.0

Representative was extremely friendly and helpful!

Rating:

5.0

Fantastic. Very helpful fast

Rating:

5.0

The vehicle was not properly cleaned inside. There was grime on the centre fold down seat, chips and also a lighter in the passenger door.

Rating:

5.0

I only go to to the uhaul dealer on Charles Street. The customer service is exemplary and they always have the equipment i need.

Rating:

5.0

I have used u haul for many many years and the service ... equipment....and excellent staff continue to surprise me.. and each year it seems to get better and better.. l will miss the joy of the staff at the Guelph Speedvale location as l am moving.. but l look forward to dropping in with treats when l am in the area.. again l announce......U-HAUL IS TRULY AMAZING WHENEVER i use their SERVICES .

Rating:

3.0

Installation of the hitch wiring was too short to reach the trailer plug. I had unhook and reinstall the plug to have it fit. Waste of $55.

Rating:

5.0

Was charged 22$ in gas, and i already paid gas before returning the rental. Can you send me picture please of before i picked and drop off.

Rating:

5.0

Liked it

Rating:

3.0

Was a great experience all around

Rating:

4.0

Not much. The only thing that I would change is that I over estimated the amount of kilometers that I would use, but only used about 1/4 of them. I mentioned that I would use approximately 40 km's, but used less than 10 km's and got penalized for it. The customer should get reimbursed any amount less than he used and charged for going over. Correct?

Rating:

5.0

You make trailer rental an efficient, affordable, easy process. Thank your

Rating:

5.0

More room for after hours return

Rating:

3.0

Really did not like that the check in process was digitized and there was no option to complete it on paper. Many people do not have phones are or are not well equipped to figure out the process. It removes the customer service and dehumanizes things. Not a great experience

Rating:

5.0

Reduce the price per km, you're ripping people off by lucrative low base price and charging $/km is insane

Rating:

5.0

I found the check-in with the app terrible.

Rating:

4.0

I have been a fairly regular customer but this is the first time I have had to use the U-Haul app to get my vehicle. I really did not like the experience. It made the check-out process longer than it used to be, so less convenient. I also don't want or need more interaction with my phon in my life. It probably has financial benefits for you, but it doesn't benefit the customer.

Rating:

4.0

Don't change the pickup location from a 5 minute walk to a 40 minute drive in a different city and have the person have to try and get a hold of customer service right after a funeral

Rating:

3.0

Customer service was okay, we were tended to right away. We were instructed to use the app, which is awful and slow and very predatory with extra charges. Driving the truck itself was great and was good for our move but the prices are quite high and you charge for every little service. I would never use U-Haul unless I ABSOLUTELY had to. Which we did.

Rating:

4.0

Only gripe I have is that parking is hard t find at this location. Otherwise, great rental experience

Rating:

5.0

Friendly staff and always willing to help.

Rating:

3.0

Order a box truck and provided a panel truck. So new contract had to be printed. Gave me a key and told to get truck from lot. Couldn't get into truck because no space to open door and enter. Charges were $19.95 plus $1.00 per mile.Drove 10 miles. Charged approx. $45.58 . No parking at you location. Told to park 2 blocks away.Not a great experience. Rick Lane Kitchener Ontario N2N1Y2

Rating:

2.0

When picking truck, told to do it on APP. Told them, I tried beforehand. Told them not to charge CC used to reserve truck. Employee said no problem, let staff know when you return truck. When we returned truck, employee went out to check truck, came back and asked if I wanted printed receipt. I asked her how can I get receipt when I haven’t given you my CC yet. She replied it’s on file. Only interaction between us when me giving her keys. She charged card before returning to speak with me. Another employee explained to her that she can refund card used and charge new card. I’m not at all pleased with service I received.

Rating:

3.0

Get better locks on the back of the trucks mine was rusted and the key broke inside the lock so I cut off the lock and they still charged me for it even though there was no other solution I am never using a UHAUL AGAIN

Rating:

1.0

It was good when I went to pick up but while returning the workers were too arrogant. The guy who was outside I were asking him if he can tell me how to do drop off on app. He had his headphones on he literally told me just handover me the keys. After it, I went in side the store for his complaint and the guy sitting inside said me he was rude because he was in hurry. Why at first you have protocols when you can’t follow it or doing it in a rush. I also know you don’t bother any review because like all business you too care about money. Let’s see if you do any follow up or not.

Rating:

5.0

I am really impressed with the service provided during the pick up time and the drop off time .the service provider shhe was very knowledgeable and handled very professionally Thank you

Rating:

1.0

U-haul sucks!!!! Terrible outdated trucks with windshields that are dirty and dangerous. That's all I am going to say. If you really care, which you don't, call me at 647-334-6937...but you won't call because your company is garbage.

Rating:

4.0

Nothing need to be improve

Rating:

5.0

This place gets it

Rating:

5.0

All good

Rating:

5.0

Keep up the good work

Rating:

5.0

Everyone was super nice and very friendly.

Rating:

5.0

The staff and equipment at this location are all excellent - I have already been talking to a neighbour about them and he agreed that this is the only place he'll go to for rentals.

Rating:

4.0

App was buggy trying to check in, wouldn't get my location, despite having it on as well as the permission set.

Rating:

4.0

Efficient service. Van was ready on time. Check out was efficient as well.

Rating:

4.0

U-Haul app is complicated and in some cases would not work properly. Required extra time to process

Rating:

4.0

The tires on the truck were bald. It shouldn’t be on the road in winter conditions.

Rating:

3.0

Information about the equipment, like it is parked and some of it is features.

Rating:

4.0

Overall, our experience was terrible. The system was not working correctly at the mobile pickup time. We needed to call uhaul a number of times for assistance. It took almost an hour to sort things out at pick up. The uhaul did not have the dolly or furniture pads at pick up. The truck was dirty. There was no windshield washer fluid in the truck. And it was a messy, snowy day. The fluid was needed. The initial drop off location did not have a box to drop off the key. We needed to go to a second location. This information was not provided beforehand. At drop off we were informed that we needed to pay an extra $41 becuse we went over the allowed kms. At booking, we were not informed that there was such a small number of kms allowed. Overall, it was a terrible day and a terrible experience. In uhauls effort for "efficiency" (i.e., saving money), your are making the whole experience terrible for customers.

Rating:

4.0

Maybe warm the rentals up prior to customers picking them up so it doesn't run into their rental time. I spent a fair bit of time trying to defrost the van.

Rating:

5.0

Friendly and helpful staff, and the init was clean and dry.

Rating:

5.0

Reasonable, easy move in and out, clean! Thank you!

Rating:

5.0

Helpful and friendly.

Rating:

5.0

I have been super impressed by both the manager and her staff. This is not the first time I have rented either a truck or a locker at this facility, and they always are willing to go the extra mile to help me find Solutions

Rating:

5.0

Staff were very approachable and excellent showing and explaining process.

Rating:

2.0

I almost regret picking this location but I had no choice

Rating:

4.0

Helpful staff. Awkward moving to second floor.

Rating:

4.0

Good experience

Rating:

3.0

The open air lockers on the second floor allows for birds to land and poop into the storage spaces, needed to cover everything in plastic. Access hours ended too early in the day, it would be much more convenient to have longer hours, even if it’s just for storage access and not for the office

Rating:

5.0

Great staff, and the storage unit was clean, dry, and free of pests. Fantastic experience.

Rating:

3.0

Moving in with ok! As for moving out an emergency vehicle incase one truck wasn't, available.do not or keep

Rating:

5.0

Staff were great and very helpful. Issue is I ended up with no storage unit so had to keep the truck for another day. There is no elevator to move belongings upstairs to units and because the move day had to shift. I had to scramble to find friends to help during a work day.

Rating:

3.0

The staff is very friendly and helpful. Unfortunately we had bird feces and mud/dirt on the items we had in the storage unit due to open ceiling.

Rating:

1.0

My husband and I stored our stuff at this unit since we were showing our house. We paid $240 a month which is substantial. We were advised once we signed up and gave my credit card info that their hours online did not reflect recent changes and that access to the unit was only permitted until 7 pm because of theft issues. This did not sit easy with us and was inconvenient since we work until 5:30 every day. They were also not friendly at all when we were signing up and it was kind of shocking. In the 2 months we had it, we got 2 calls about issues. One was a leak which they said was coming from our unit. I drove there on my lunch break, checked it, and there was nothing coming from our unit. The second call we got was that they said ants were coming from our unit and advised us that we were not allowed to store food or drinks. We never would put something like that in our unit. So I drove back after work one day and sure enough, no ants from our unit. I felt very uneasy again that our stuff was not going to be safe and that one of the other units would cause damage. So my husband and I thought about moving to another storage facility. The final straw was getting a notice of late payment and being charged a $15 penalty. I was confused because our payment came off directly from my credit card and I had set it up on auto pay. I went in to talk to them and sure enough they didn’t charge me properly. They refunded me but by this point I was done. My husband and I moved our stuff to another Uhaul and had to make 2 trips. We tried to start as early as possible and the only day we could do it was the day before the next payment came out. So we were rushing and working really hard. I came back to this Uhaul and informed the gentlemen working that we were closing out our account and his response was “well we close in 10 mins” I told him I was aware and was going as fast as we could. Then he made note on the account and then the gentlemen said “ well I hope you’re done soon because I want to go Home” Needless to say, experience overall was not good.

Rating:

3.0

The customer service representative took way too long to close out my account. It took over half an hour. When they did a search for my account they could not find it on your software/database. They finally located my account but were unable to print out a receipt to verify that my account had been closed. After calling the manager at home they were able to print out a receipt verifying the account has been closed and provide me with a receipt. When they tried to print out a receipt the software would kick them out of the system. It took four or five attempts to finally get a legitimate receipt printed from your software. Other than that the service was great.

Rating:

5.0

i would definitely use uhaul again

Rating:

4.0

Facility is run well.

Rating:

5.0

i've used haul in the past and the manager was extremely helpful every time so i knew that i would be getting excellent service.

Rating:

5.0

Access hours need to be a bit later like 9 or 10 pm and weekend. That’s would be awesome cause for some people come home late from work

Rating:

3.0

The parking lot is a bit small if it's busy. Vehicle access to the secure part of the building can be tricky if the road has more than a bit of traffic. Narrow hallways can be a challenge to navigate with larger items. I'd probably look for a different place next time. I found the staff super friendly and helpful.

Rating:

5.0

Nice service

Rating:

3.0

Was not happy with check out as I was not even compensated well for early check out for almost a week. Plus not treated friendly as how I’ve been received before.

Rating:

1.0

Horrible experience. Forcing me to pay for things I don’t need. Never using your service again.

Rating:

5.0

Your employee, Mike, provided great, friendly service. First-rate operation!

Rating:

5.0

The facility has very good working hours and the accesos to your Storage is good. Also you can buy everything that you to packs And the procesa of Moving is easy and the Staff help.

Rating:

5.0

Very flexible with last minute rental for move in Great downtown location

Rating:

5.0

Thank you so much

Rating:

5.0

Friendly staff.

Rating:

4.0

The angle of the loading dock lifts the floor of the truck very high off the ground, making it a big jump to get in or out of the back of the truck, but otherwise everything was great.

Rating:

5.0

Access door was very convient. especially in the winter.

Rating:

3.0

Nothing special, was what I expected.

Rating:

3.0

We couldn’t figure out how to open the garage door to drive in to the bay to unload the car. There’s supposed to be a drive-in bay for loading and unloading but the entrance is off a busy street with no parking and the driveway is so tiny the car doesn’t fit. There’s no keypad to open it. The keypad only opens the walk-in door nearby. I got inside and found my unit and lock no problem, but how can they not have a way to drive in after office hours? We have heavy things and they have no parking for cars. And there’s no phone number to reach the office and ask them. You get the general customer service office. Customer Service said they would leave them a message to call me back to let me know, but no one has after two days.

Rating:

2.0

Rude manager that likes to hang up on customers and treat them poorly by belittling and being condescending. Wouldn’t recommend.

Rating:

3.0

No elevator to get to my storage unit, had to carry everything by hand. An elevator would have been more helpful.

Rating:

5.0

A first time to use a storage locker and a very good experience. Thank you.

Rating:

5.0

Very friendly, professional, and helpful staff. Building and units are always clean and well maintained. Great location and service.

Rating:

5.0

Thank you for your service.The storage unit was held by my challenged brother who has unfortunately passed away , This is the reason for closing out the unit.

Rating:

4.0

My only issue is that I only used my storage units for a few day but still had to pay for the whole month. I don’t understand why my units were not prorated.

Rating:

5.0

Thank you!!!

Rating:

5.0

Manager here is very kind hearted person. She understands customer needs and goes beyond to help. Thank you Hedeel Hasan for your help. Highly recommended.

Rating:

2.0

So much money time/energy wasted when moved items to storage unit. Such narrow hallways, couch wouldn't fit. . Told go to other locarion No appoligies or discount.

Rating:

5.0

Jason and Adele did a great job of making sure I was taken care of, and not overcharged for anything.

Rating:

4.0

Price is high

Rating:

5.0

The staff was always friendly and more than accommodating at all times.

Rating:

5.0

I thank you Uhaul, For good Services you have.

Rating:

1.0

Rented me a truck locked shut w padlock, w/o giving me key, which i discovered when office was closed. Customer service# basically told me it was my problem/ expense bc no roadside assistance upgrade

Rating:

3.0

1st floor should mean..pull up and unload.. not carry all your belongings up a large flight of stairs. Callng the 1st floor "ground floor" doesn't make up for the misleading experience.

Rating:

1.0

The staff was rude and disscranteive towareds me for no reason at all they told me i had to move and was only allowed to enter my unit to move out

Rating:

5.0

thank you U Haul. Always there when needed.

Rating:

5.0

You guys were amazing. So kind and understanding during a really tough time for me. I appreciate it very, very much. Thank you!

Rating:

5.0

Exceptional service

Rating:

4.0

Great spot, but sometimes it’s hard to get a hold of staff at the front desk

Rating:

4.0

Pulling the U haul truck in and out of the storage area was difficult due to the location of the building. Stairs as opposed to a ramp were also not wonderful. Other than that, good!

Rating:

5.0

All in all great

Rating:

5.0

The U-box worked well, staff were great, The only improvement I could suggest would be faster computers

Rating:

5.0

Best service ever. great job guys.

Rating:

4.0

Staff were overwhelmed with customers. Need more staff at this location!

Rating:

5.0

My U-Boxes from the States were waiting in the front bottom row inside their warehouse. We were able to back in a large truck so movers had easy access. Very satisfied with the whole U-Box experience!

Rating:

5.0

Helpful and fast check in.

Rating:

1.0

The staff are not helpful what so ever, their prices are horrible and they like to double charge your then argue with you when you call to address The matter very disappointed

Rating:

5.0

Great staff

Rating:

4.0

Nice place

Rating:

1.0

I confirmed with an associate from Headquarters that I was to pick up my U-Box June 5 at 6pm. I arrived and the associate Paul refused to serve me without valid cause, confirmed by other staff. Awful.

Rating:

5.0

Great short term storage.

Rating:

5.0

Good experience, friendly staff, willing to help and more