Customer Reviews for U-Haul Moving & Storage of Kitchener

5,814 reviews

144 Charles St W   Kitchener, ON N2G1H7
(Take Water St S to Halls Ln W road construction on Victoria & King)

(519) 744-5227

Location Hours

  • Mon-Thur: 7 am - 7 pm
  • Fri: 7 am - 8 pm
  • Sat: 7 am - 7 pm
  • Sun: 9 am - 5 pm

Services at this Location:

Contact Us

(519) 744-5227

144 Charles St W
Kitchener, ON N2G1H7
(Take Water St S to Halls Ln W road construction on Victoria & King)

Services at this Location:

Location Hours

  • Mon-Thur: 7 am - 7 pm
  • Fri: 7 am - 8 pm
  • Sat: 7 am - 7 pm
  • Sun: 9 am - 5 pm
  • Free towing inspection
  • 24 hour customer return

Testimonials From Recent Customers

Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.

Overall Rating:

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Rating:
2.0

The policy of using a QRC code is great, except when it doesn't work or you don't have a phone that is compatible. Our staff member had to wait in your parking lot until after midnight before he could get someone to sign the vehicle in.

Timothy P. 
Rating:
1.0

I never got what I wanted to rent, charged more money, was also charged at drop off, not happy.

SHANNON T. 
Rating:
5.0

Make sure you inspect the vehicle before leaving as my truck had a dolly cart missing from the back of the truck.

TERRY S. 
Rating:
5.0

Nope. Everything was easy and simple.

Rod R. 
Rating:
5.0

Customer did not leave a comment.

Emerson R. 
Rating:
5.0

Customer did not leave a comment.

Kellen S. 
Rating:
5.0

Customer did not leave a comment.

Kellen S. 
Rating:
5.0

Customer did not leave a comment.

Matthew S. 
Rating:
5.0

Hi, I just want to complain about the after check out system. I spent 45min on site to complete two check out inspections form from two different sources (barcode and website). The end result was a white loading screen at the end of the form. I assume it was completed but then was charge $20 the next day. MIKE at the location help reverse the charge but I have to notice it and head back to the location. Overall faulty check out system, made my first time rental a bad first impression. Thanks for reading.

Mike T. 
Rating:
4.0

The only problem I had was not being able to park my car at the location as I had to return the U-Haul late at night.

Tatiana S. 
Rating:
3.0

Customer did not leave a comment.

Mark L. 
Rating:
5.0

Customer did not leave a comment.

Taranpreet S. 
Rating:
5.0

Customer did not leave a comment.

Neil M. 
Rating:
5.0

Excellent service. Knowledgeable about the set up of the trailer. Very professional during pick up and drop off.

David M. 
Rating:
5.0

Customer did not leave a comment.

Tina P. 
Rating:
3.0

Customer did not leave a comment.

Ole P. 
Rating:
2.0

Parking lot is way to small not enough parking. You charge so much for a van when home depot does it for $24 unlimited km's and it's not their main job.

Joseph G. 
Rating:
5.0

Great experience renting a truck. Would go back in the future.

DUSTIN S. 
Rating:
4.0

Customer did not leave a comment.

Greg C. 
Rating:
3.0

Customer did not leave a comment.

Cristina S. 
Rating:
2.0

Had to pay $12 at a public parking lot to leave my personal vehicle for the day while I used the truck. Facility needs to provide customer parking

Ian D. 
Rating:
5.0

The vehicle return procedure is a little too complicated for a senior or somebody not comfortable with cellphones, etc. luckily my kids were with me and helped I would suggest allowing clients a return the traditional way without a fee for that.

adriana I. 
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.

Esperanza G.  |  First Impressions 
Rating:
3.0

I would say be more friendly and welcoming at the front desk with costumers. The day I rented the van it was a really hot day and I was really tired after the move so I didn't have energy to go to the gas station and refill the tank. I told the guy at the front desk that I did not put gas back and he seemed very bothered by it. My understanding is that if gas is not but back it gets charged to the bill. Anyway he seemed rude. I don't think I'll be going back to that location although it's the closest to my home. And when I picked up the rental van I had to drive around looking for parking spot to leave my car because this place does not have a place to leave the vehicle you came in.

MERCY R. 
Rating:
5.0

Customer did not leave a comment.

John G. 
Rating:
3.0

Customer did not leave a comment.

ALEXANDRE A. 
Rating:
2.0

Having enough service staff to not have to wait around to get truck. Also have the truck in working order. When I get home with truck and hook up my boat trailer the lights from the truck side don't work. I have to pop the hood and check fuses are all blown. There is no replacement left in fuse holder so I have to find some. Once found and replaced trailer lights now work. When I returned truck I suggested they have the machanic replace spare fuses so not to anger the next customer. They didn't even say sorry for the inconvenience we costed you. As it took 2 hrs out of my day to run around and find some fuses that's should have been working in the first place.

Craig G. 
Rating:
4.0

attendant was very helpful and notified me of 'closing times' before I signed any contract. Helped me with trailer.

Joe S. 
Rating:
5.0

I was not impressed with this rental experience, not because of this location, but Uhaul. They changed my pick up location, then when I got to the new location they did not have a truck for me then I had to go to this location.

Susan R. 
Rating:
3.0

Customer did not leave a comment.

Willian W. 
Rating:
4.0

Awful check in experience. Was too much of a mess.

Daniel D. 
Rating:
5.0

Awesome experience at the Charles street location, A very quick and seamless pick up and drop off, a great experience! Thank you for your help!

Robin C. 
Rating:
5.0

Customer did not leave a comment.

Iain B. 
Rating:
4.0

Customer did not leave a comment.

Nasrin E. 
Rating:
5.0

WORKERS WERE VERY POLITE IT WAS EXCELLENT THANK YOU FOR ASKING HELENE DISLEY

Richard D. 
Rating:
5.0

I went here without a reservation Very friendly staff. Evi was very helpful great guy .went to two other locations before going to u haul on Charles st and they didn't have what I was looking for and top of it very rude and ignorant about it not like Evi who knows how to deal with people very nice guy I will be definitely going back to Charles street location

LAHIRU SATHRUWAN S. 
Rating:
5.0

Customer did not leave a comment.

Sarah S.  |  Online Move In 
Rating:
5.0

Everything went great! Just what you want on moving day.

George W. 
Rating:
5.0

Customer did not leave a comment.

JODI B. 
Rating:
5.0

Customer did not leave a comment.

DOUGLASR C. 
Rating:
5.0

Fantastic customer service. I would highly recommend this location

Melanie G. 
Rating:
5.0

Customer did not leave a comment.

Nick L. 
Rating:
2.0

Uhaul forgot to suppky the moving gear I paid for. Had to move furniture without gear. The staff seemed reluctant to even refund me for the items I paid for but didn't get. They also grossly over estimated the fuel in the tank at starting.

Kenneth M. 
Rating:
3.0

The problem is when you gets confirmation That your vehicle is to be picked up and your go there and there's no vehicle for you and you have to rebook at another location across town it pisses me off

CRAIGE D WARD M. 
Rating:
4.0

Customer did not leave a comment.

lisa S. 
Rating:
4.0

Customer did not leave a comment.

Crystal G. 
Rating:
5.0

So far so good!

Mark Y. 
Rating:
3.0

Ordered a vehicle a week before we needed it, the day before pick up we received the confirmation email indicating we needed to pick the vehicle up from a location one hour away. No one called or informed us of this. When I reached out to customer service, they told us they tried to call, however no one left a voice mail or anything. They were not great when we called to complain and offered $50.00 off, however, this wouldn't even cover gas to drive an hour to pick up the vehicle. No issues with the napanee drop off location, all of our issues were with Cambridge/or whoever took our reservation. We will not be using uhaul again.

Kyle M. 
Rating:
4.0

Customer did not leave a comment.

Jon F. 
Rating:
5.0

The app would not let me take selfies to verify my identity. When on the app, I took pictures but the app didn't catch them into the form.

Diego M. 
Rating:
3.0

Customer did not leave a comment.

MARK R. 
Rating:
4.0

Customer did not leave a comment.

Douglas M. 
Rating:
5.0

Customer did not leave a comment.

shaun K. 
Rating:
4.0

Not for the specific location, but for uhaul in general: why do you offer and/or guarantee equipment when it is on a first come first serve basis? Multiple times I have requested a furniture dolly, and each time they are unavailable. Just some transparency on that fact would be appreciated.

Yurij S. 
Rating:
3.0

Too busy and not a convenient area to pick up vehicle. Rented a van that had the top of the windshield taped up!!! Wow!

Megan N. 
Rating:
5.0

Great job.. excellent service.

Mark E. 
Rating:
1.0

Customer did not leave a comment.

JOELALDEN M. 
Rating:
5.0

1. Please make more explicit in your shop that the BLANKETS are FOR RENT and not for sale. Make the FOR RENTAL ONLY sign huge on the display! I know that the blankets themselves say on them NOT FOR RESALE. However: I walked into the shop when ALL the other moving accessories (except dollies) are for SALE, and thought the blankets were also for sale and was thrilled at a bargain. Was suprised when I had to reclaim them from my storage unit at the end of the move into storage. They were wrapped around my original artworks. This change is relatively easy on your website and also on your shop collateral. 2. There was some confusion over my storage booking. The staffer had called me to confirm it the day before, but it wasn't available when I arrived, so I booked the next closest storage unit available. It worked out OK? but would have preferred the ground-floor unit as discussed and confirmed. 3. The link to check in early (sent the day before) didn't work. I suspect it works only for users who have created an account. I had not created an account - I tend to do so the 2nd time I use a service, not the first - so the form sent me in a circle where I could view my booking but could not edit it, bc the form kept sending me to log in, again. Please make clear that any EDITS to your booking that you attempt in your early checkin only work with ACCOUNTS. I spent several minutes on different browsers trying to get this to work, and failed. 4. Your staff were terrific on the day: clear, brisk, helpful, professional, kept the lineup of customers moving. It was busy (Sat in late May) and I could see they were flat out, and they were super at each visit (2 loads to put into storage). I really appreciate how hard they worked to keep people moving through the shop.

Elizabeth B. 
Rating:
4.0

Upon return, the computer system was very, very slow at printing out a receipt for me. The staff were helpful when picking up the trailer and returning it.

WILLIAM N C. 
Rating:
4.0

My only issue is that I would have loved to have been able to use more services online like pick up the truck, not have to provide all of my license details again despite having already providing them. Just seemed a little misleading to switch to truck share when it really made no difference whatsoever.

Rebecca C. 
Rating:
5.0

Customer did not leave a comment.

John S. 
Rating:
4.0

Good

Muhammad A. 
Rating:
5.0

Customer did not leave a comment.

FEZALR A. 
Rating:
1.0

The customer service

MOHAMMED K. 
Rating:
5.0

The trailer was very dirty on the outside mud was all up the sides and inside the trailer wasn't swept well

Keirra G. 
Rating:
5.0

Customer did not leave a comment.

Scott L. 
Rating:
4.0

Customer did not leave a comment.

Curtis S. 
Rating:
5.0

Customer did not leave a comment.

Corey D. 
Rating:
5.0

Customer did not leave a comment.

victor B. 
Rating:
3.0

The gas amount was off I had to go back in the store to have it corrected. I specifically asked to drop it with a person because I was over charged before when dropping after hours. I received an email saying I owed 120$ ish still. I called the location and she couldn't understand was I was charged more. I sat on hold with customer service for over an hour and finally gave up. Then got another email. I responded with my issues. And still haven't heard back. I will never rent again from uhaul. I would like to speak to someone about this issue

JACQUELINE C. 
Rating:
5.0

Excellent service as always

David E. 
Rating:
5.0

Customer did not leave a comment.

MUSHTAQ B. 
Rating:
4.0

Customer did not leave a comment.

Tyler M. 
Rating:
5.0

Customer did not leave a comment.

Jacques L. 
Rating:
5.0

The seating area needs to be very clean and the windshield from the inside needed to be cleaned as well. Was challenging driving at night and I had to wipe it with my bare hands as I didn't have any towel for good vision. Overall, the customer service was great and I will be recommending the location moving forward.

Ikechuckwu O. 
Rating:
5.0

Customer did not leave a comment.

Ryan T. 
Rating:
1.0

They were making me pay for existing damage on uhaul truck. The team of front service guy and Manager try to convience that i had made the fresh damage to Uhaul truck. Its good that i had took the pictures of it. I won't recommend this location to anyone.

Apurv C. 
Rating:
5.0

Everything was very good. Pickup was straight forward and the drop off was very easy!

Bernie P. 
Rating:
3.0

Long line up to pick up vehicle therefore time wasted from truck rental time.

Michael W. 
Rating:
5.0

Customer did not leave a comment.

Frank M. 
Rating:
5.0

Customer did not leave a comment.

David L. 
Rating:
4.0

I'm glad that you rentnpuckup trucks at this location. I wish you did so in Cambridge, Ontario.

Oscar V. 
Rating:
3.0

I have still not received an invoice for this rental although I was promised that It would be emailed to me at this address. The return process was confusing the sign at the return point said to wait in the vehicle for the staff to come and see me. instead the staff was waiting indoors for me to bring them the keys to the rental truck. instead if finalizing the rental they offered to email a copy of the credit card invoice.

Wayne C. 
Rating:
3.0

The cashier who was taking our reservation was constantly on her phone. Please check cameras. She was not oing her job properly while she was getting paid. Other than that everything was good.

Darshan H. 
Rating:
5.0

It was good. It's a busy location but the staff are very good and efficient. I was amazed at the great software that U-Haul has, even though I ran into a few glitches.

Sean G. 
Rating:
5.0

Perfect service, reasonable price and fast.

Mehretab S. 
Rating:
4.0

Better guidelines on return parking.

Roy S. 
Rating:
4.0

Customer did not leave a comment.

Stephen E. 
Rating:
5.0

Customer did not leave a comment.

Ryan M. 
Rating:
4.0

Customer did not leave a comment.

WALTER W. 
Rating:
3.0

Have parking available at the pickup location

TRISHA L. 
Rating:
5.0

Would appreciate if the a/c worked in the truck. Otherwise, everything was great.

Emily W. 
Rating:
5.0

Only issue was gas tank only 1/4 full. Did not want to get gas so soon.

Wesley R. 
Rating:
5.0

They went above and beyond to insure I had what I needed.

sarah M. 
Rating:
2.0

My truck that I drove had transmission issue from 3 to 4, had a hard time on highway

Manojanan G. 
Rating:
5.0

The man who checked in my truck, Sumedh Tikare, was extra helpful and polite.

Conrad C. 
Rating:
5.0

They kind off fooled me , i used just 7kms and they charged me 14 dollars for fuel and as per your rates 2.5/ltr its costs around 5ltrs and can you explain how can its 1.5kms/ltr?? Its way toooo expensive how can that be possible ..NEVER GONNA USE UHAUL MY ENTIRE LIFE!!

tejinder S. 
Rating:
5.0

Customer did not leave a comment.

Rob C. 
Rating:
3.0

THE VEHICLE INSPECTION PROCESS PLACES TOO MUCH WORK ON THE CUSTOMER, IS INEFFICIENT AND NEEDS TO BE REVISITED.

MARLON N. 
Rating:
4.0

All in all a very good experience.

David M. 
Rating:
4.0

Customer did not leave a comment.

Paul V. 
Rating:
3.0

Customer did not leave a comment.

Ron S. 
Rating:
2.0

Customer did not leave a comment.

Ken B.  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

gregory a.  |  Overall Experience 
Rating:
5.0

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

Graham P.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Ken B.  |  First Impressions 
Rating:
5.0

Thank you so much

Kayla B.  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

Michael C.  |  Overall Experience 
Rating:
3.0

Customer did not leave a comment.

Carol R.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Ilda C.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Loella E.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Julie G.  |  Overall Experience 
Rating:
5.0

Friendly staff.

Craig A.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

mike m.  |  Overall Experience 
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.

Chris L.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Craig A.  |  First Impressions 
Rating:
5.0

Access door was very convient. especially in the winter.

Jerome R.  |  Overall Experience 
Rating:
3.0

Nothing special, was what I expected.

Christopher O.  |  Overall Experience 
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.

Jennifer W.  |  Online Move In 
Rating:
2.0

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

austin h.  |  Overall Experience 
Rating:
3.0

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

Bartosz A.  |  Online Move In 
Rating:
4.0

Customer did not leave a comment.

Mike D.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Olasubomi A.  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

Jennifer E.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Wenduo Q.  |  Online Move In 
Rating:
4.0

Customer did not leave a comment.

Maria Pacita L.  |  Overall Experience 
Rating:
5.0

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

bERNIE b.  |  Overall Experience 
Rating:
5.0

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

Mohamed Feisal M.  |  Overall Experience 
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.

roy s.  |  Overall Experience 
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.

donna B.  |  Overall Experience 
Rating:
5.0

Thank you!!!

Joanne G.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

geoffrey b.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

monica s.  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

Dylan S.  |  Overall Experience 
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.

Manish D.  |  Overall Experience 
Rating:
3.0

Customer did not leave a comment.

DIANE A.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Jayne K.  |  First Impressions 
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.

Heather N.  |  Overall Experience 
Rating:
5.0

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

emily l.  |  Overall Experience 
Rating:
4.0

Price is high

Amanda N.  |  Overall Experience 
Rating:
5.0

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

Carl B.  |  Overall Experience 
Rating:
5.0

I thank you Uhaul, For good Services you have.

freddy M.  |  Overall Experience 
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

Melissa K.  |  First Impressions 
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.

Dylan M.  |  Overall 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

ken b.  |  Overall Experience 
Rating:
5.0

thank you U Haul. Always there when needed.

MARTIN S.  |  Overall Experience 
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!

Erin B.  |  Overall Experience 
Rating:
5.0

Exceptional service

augustine w.  |  Overall Experience 
Rating:
4.0

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

WILLIAM L.  |  Overall Experience 
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!

sheila a.  |  Overall Experience 
Rating:
5.0

All in all great

Ken B.  |  Reservation 
Rating:
5.0

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

David V.  |  Overall Experience 
Rating:
5.0

Best service ever. great job guys.

dennis a.  |  Overall Experience 
Rating:
4.0

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

Alexander C.  |  Overall Experience 
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!

Anna V.  |  Overall Experience 
Rating:
5.0

Helpful and fast check in.

Wei Yu W.  |  Reservation 
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

JUDITH W.  |  Overall Experience 
Rating:
5.0

Great staff

augustine w.  |  Overall Experience 
Rating:
4.0

Nice place

sara n.  |  Overall Experience 
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.

Christine W.  |  Overall Experience 
Rating:
5.0

Great short term storage.

ronald h.  |  Overall Experience 
Rating:
5.0

Good experience, friendly staff, willing to help and more

William Andrew B.  |  Overall Experience 
Rating:
1.0

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

natalie d.  |  Overall Experience 
No reviews have been submitted for this location.

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