Customer Reviews for U-Haul Moving & Storage of Kitchener

Only issue we had was getting the proper info for towing the trailer for my 2019 ram. It's a very common truck, shouldn't take an hour to process all the details

I rented a motorcycle trailer, it might help to know ahead of time that your trailers only have flat connector for the trailer lights, as my suv only has round and had to get an adapter. It will also help to know the height of the trailer hitch ball connection, as my suv is a bit high and had to get a lower hitch adapter.

None

There isn't customer parking at this location. The reverse gear doesn't sound a backup beep sound.. The backdoor became hard to move throughout the day.. I was questioned about it .. Nothing to do with me.. There is a sign inside there box that says .. " save 25 dollars if clean and free of garbage. It was i mentioned it .. They have me nothing!

The u haul dealership on Charles street in kitchener is by far the best dealership I have ever dealt with. All employees and managers are exceptional at their job and u haul company is very lucky to have such amazing staff at this location. I try hard not to deal with any other location but this one as they are the best. Thanks for being so friendly and personable. Wendy.

The gentleman who greeted me when I picked up the vehicle was very friendly and helpful. When I dropped off the vehicle later that afternoon, a different gentleman was just as nice and friendly. Excellent staff. Excellent experience.

I experienced a rental truck with no pre vehicle inspection. It had very little gas and two damaged windshield wipers. Very unsafe in the winter season when driving on a busy highway. Small compensation for both issues that were an inconvenience and a safety hazard. As a result, I would not recommend this UHaul to anyone. Poor customer service with no apology.

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.

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

Jason was great! We had issues upon return because of a system error, and he swooped in to save the day in a few clicks.

Price is high

Provide customer parking. This location has little to no customer parking, or it is not labelled as customer parking. Other than that, great experience overall - staff is friendly and knowledgeable, process is easy, trucks are clean and maintained!

Verbal explanation of refueling would help.

The staff was very friendly and helpful. I was very pleased with their customer services skills,

I was not aware of the self return process. I was only told to drop the keys in the box and that was it. But then, it was cold, snowing, and I had to grab the phone, go back to the truck, then back again, because I thought I only had to take picture of the odometer. It is a good process, though, but the issue is that I had to deal with it unexpected in the cold weather. Just by saying that I had to do a small online process, that included taking pictures at that moment, etc. Would avoid the frustration. Overall, it is awesome to be able to return the vehicle anytime.

Awkward urban location - needs more space. Friendly helpful staff. Will use again.

Amazing service and great help!! VERY pleased with my experience!

The location had no costumer parking. Bothe the box of the truck and the trailer where filled with more then half a foot of snow The windshield wipers and grill had an excessive amount of ice built up. Just not impressed with my overall experience. I shouldn’t have to first clean the vehicle for it to be legally driven, before even leaving the lot. I would also like to note that had I not been using these services for a time sensitive move, I would have refused this truck and trailer and gone elsewhere. I hope some one can fallow-up with the supervision and training of the staff. On a positive note the night fellow whom revived the truck was very friendly.

I would suggest equipping your vehicles with traction control and a limited slip differential to help in winter driving conditions

Ok

The floor of the cargo van was wet. Other than that, I was satisfied

There was ice in the truck my the cab. The ice melted and became water. We had to take additional precautions to ensure our gear didnt get wet.

I thought it was a bit cheap that I was charged $3 for a couple of extra miles when clearly the gas was in excess of where it needed to be.

With the recent freezing rain the previous night, lock on back door and sliding door itself was frozen shut. Luckily, we had a lighter to thaw lock. Staff should've checked this before letting us leave the lot. Otherwise, experience was flawless.

I had problems using UHaul app when returning trailer, had to call location following morning.

Good service

Service was excellent. Fast and efficient. Competitive pricing.

Before I start from Kitchener, the gas tank showed1/8, and we also ask her why the gas was so little, and she told us as long as maintain same amount level before return. After I return the car, I found that I had been charged $34.5. I phoned the Stelton location that the staff told me I must must maintain 1/4 before return. I also phoned Kitchener area, and didn’t get any effective response.

Make sure the uhaul trailer is attatched properly Our rental trailer was attatched by the uhaul employee and it came off the hitch on a very busy road. Luckily we were able to stop before major damage..

Money thief's

Easy doing business with uhaul

The website is not the best, however except for that the experience was seamless. Would definitely be a repeat customer.

Checking in and out is too lengthy of a process. Staff were friendly

The team was very friendly and it was a very easy pick up and drop off process!

Dolly and mats weren’t in the vehicle on pick up.

very nice staff

Not sure. Maybe just as a last resort. Customer service pretty poor.

was not shown around and inside truck

Access to this location is awkward but very clean, complete and courteous/professional.

Choosing U-Haul as our truck rental has ruined our move. When we first got the pick-up truck and tried to go to our place, we felt extremely unsafe. The weather conditions were severe, which should not be surprising in the winter, but the truck's tires would not have any grip even on the parking lot. That's why we tried to switch to a different truck. Staff at the Charles location kindly referred us to the Fairway location. So we took a 40 mins train ride to that other location, just to be told by Nolan Chaves that we would not get the truck because we didn't bring an International Driver's Permit. My driver's license from Germany is absolutely legal to use in Canada within 3 months after arrival to the country (https://www.ontario.ca/page/drive-ontario-visitors#section-0). We asked Nolan to show us on the website where it says that we should have brought an International Driver's Permit, but he was not willing to. Instead, he sent us back to the Charles location, just to waste another 40 mins of our lives. Here, the staff offered to double check this rule with management and found out that the international permit was not needed after all. We finally got a truck that felt reasonably safe to drive with a delay of more than 2 hours and traveling between locations at our own cost. We really hope that other visitors to Canada do not need to go through this horrible process.

The Good: The staff at this location was friendly and very helpful. The bad: There were several loose screws in the bed of the trailer (not from the trailer, but looked like someone dropped a box of screws). This was not terrible, but could have been if we didn't see them and stepped on them.

I would like to note that the winter tires were not good for use.

They were long lines and only one person at the front desk everyone was frustrated, when I return my rental they were not able to unhook the trailer and I able to easily unhook it for them. Shows they were not experienced/trained well.

Service was great. Trailer was dirty.

I was told that I could leave my car there while I had the rental. So I drove myself there. The associate said the manager would tow my car, so I needed to drive home and arrange a ride to the location. I was unable to utilize the ramp as it was stuck. Other than the two items mentioned, everything else was OK.

I was way overcharged Online said 19.99 rental and 49 cents a Km I drove under 60km and my bill was over $180.00

The truck was poorly maintained, steering was affected when braking, thread on the tires were dangerously low and had very low traction, the lock on the back door would not close.

When confirming the pick up the wrong truck size was listed, this after I had already confirmed the size required.

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

I thank you Uhaul, For good Services you have.

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

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.

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

thank you U Haul. Always there when needed.

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

Exceptional service

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

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!

All in all great

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

Best service ever. great job guys.

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

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!

Helpful and fast check in.

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

Great staff

Nice place

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.

Great short term storage.

Good experience, friendly staff, willing to help and more

Staff were often rude and very unhelpful in tracking down my personal belongings