Customer Reviews for U-Haul Moving & Storage of N Vancouver

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.

Testimonials from recent customers of U-Haul Moving & Storage of N Vancouver

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Elizabeth E. on

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Overall it was excellent service. Only, there was a rude customer who could not wait for her turn to be serve. She keeps on interupting my ongoing transaction by asking questions. The server was so polite that she accomodates her inquiries. Just because she has to pay $3.00 only, she wants to get ahead of me.

Alden B. on

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Just keep on going the services really nice. Staff are good everything properly discussed.Keep up the good work,looking forward in the Future.

Terry D. on

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We waited in line for an hour to collect the truck we had booked. The staff was wonderful and handled the situation very well but very poor management to put them in such a difficult position.

Laura H. on

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Customer did not leave a comment.

Darren M. on

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The booking online was an issue. Booked a trailer well in advance and drove ten hours to help my son move as his lease expired. I received a call the day before to say none available. I was on site already and had little options. After some pushing by me, uhaul arranged a truck and a dolly for us to move. It cost me $100 over what I had planned. Un needed stress and headaches. NOTE THAT THE BOOKING WAS ONLINE AND NOT AT EITHER DEPOT THAT SET UP THE EQUIPMENT

John N. on

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The woman at the call center, I think her name was Sonya or Tanya, made it very difficult to get the information I needed to determine if I wanted to rent a vehicle. All she wanted was my credit card number and email address etc. I went the location and Victor was excellent in helping me get my rental organized.

Douglas D. on

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I pre-booked, in-person, 1 month in advance for a mid month pick up. At pickup it took 1 hour to get checked in. Once on the road, the check engine light came on.

lyndon s. on

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I had to wait in line 45 minutes to get checked in to pick up the vehicle I had reserved the previous day. There was only one service agent at the check in desk and a long line of customers waiting. This is unacceptable service.

Tom C. on

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nicola c. on

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Have more people on the desk in the mornings. I waited an hour to pick up the van I had booked. Was told at the desk I could check in online. I did have a quick look at the online check in but it asked me to sign in to my account and I don’t have one and by this time there was only two people in line ahead of me so I figured that by the time I created my account it would be my turn anyway. Would have been much better to get the email in regards to online check in the day before.

Babin S. on

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Please ensure to close the back (loading) door of the truck before handing the keys. I also had to come back for the furniture dolly and the furniture pads. :)

Robert C. on

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The van smelled like a Dead rotten cat, disgusting !!

Sanjib D. on

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Sean E. on

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Robert H. on

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Lorraine C. on

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YOUR CUSTOMER SERVICE WAS EXCELLENT. TALKED TO PHOENIX IN AZ. YOUR FIRST SALES PERSON AT THE LOCATION MISS REPRESENTED IN ALLOWING HIM TO SAY, I AM ON THE BLACKLIST. SO ABSOLUTLY INCORRECT AND SCHAMEFUL FOR ME. I CALLED CUSTOMER SERVICE AND WAS CONFIRMED, YOUR SALES PERSON IS TOTALY UNACCEPTABLE. THE FINAL SALESPERSON DID CONCLUDE THE LITTLE CONTRACT WITH TOO MUCH TIME INVOLVED, SOME 20 MINUTES, NO KNOWLEDGE ABOUT COMPUTERS.

woocheol L. on

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Mark Y. on

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Mark W. on

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This is my new favourite Uhaul location. I hope that I can rent from this place in the future.

Victor P. on

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You really need to improve your systems. I spent about 20 - 30 minutes on line reserving and checking in ahead of time. Then when I arrived promptly at 9am, there was a big line up of people and no express line for those that had already checked in, therefore that process makes no sense. It took another 30 minutes to get to the counter, where the clerk had to go through another slow process to get me the trailer. He was also quite cranky about the whole thing, and when I commented that your systems were not very good, he told me abruptly "it's not MY fault!". All in all took well over an hour for a $20 transaction! I can rent a car from your competitors and be on my way in a fraction of the time.

CATHERINE h. on

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Mohammad-Reza M. on

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Carmen L. on

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My contract said $0.20/km and when I brought the vehicle back I was charged $0.59/km and the guy at the till said if should have been $0.49 and when I asked which it was he said “well I could be wrong - the rates may have gone up”. I said then why does my contract say $0.20 and he said “I don’t know. Sometimes our computers are glitchy.” I just walked away and unhappy but not willing to fight for a refund or apology this afternoon.

Brian M. on

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Mark B. on

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EDWARD M. on

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paid way too much for gas..... the gauge was not working properly and I put in $40 for a 100 kilometer trip in a cargo van.... feel ripped off

Davod S. on

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I believe that U-Haul has best service, and I will recommend for anyone looking for moving truck

James C. on

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Keep your great staff!!

Alan C. on

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Efficient, courteous and on-time. Best location in the Lower Mainland Vancouver.

Marianne S. on

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Every time I call the local phone number on Main Street in North Vancouver, the call automatically gets routed to the call-center. Who really have no clue about how to make a request for a hitch installation. The day that I wanted to get in contact after dropping my car, I again was automatically transferred to a general call center. They had no way of getting in contact to uHaul where my car was located except email. And no one responded. Nor that they call or text me like they said they would to tell me when my car was ready There needs to be a way that people can contact the place where their car is located. I have read the reviews and reluctantly made an appointment. Considering how many bad reviews there’s been on U-Haul I would hope that things will start changing soon. I will certainly not be recommending this place to anyone

SHAWN C. on

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There should be a back up or redundancy for the 24 hour pick up service. I tried calling the after after hours manager but there was no answer. I also called Uhaul, which took close to an hour before telling me there was a system error and there was no fix that would allow me to rent the vehicle. The only solution was for me to get some rest and return to the location in the morning. I had biked to the location since there is no parking available, waiting outside for close to two hours, getting cold and frustrated that there was no work around. We had a ferry booked that we had to cancel and movers that we had to reschedule. For all the inconveniences we went through, we feel the standard $50 rebate doesn't compensate for the inconvenience caused by the Uhaul system malfunction.

Matthew G. on

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1) The staff should know which vehicles are able to transport the various tow dollies and vehicle transport trailers. 2) There should be better communication between UHaul locations if a customer must be sent to a second UHaul location if the first location does not have the required/requested equipment. 3) The customer should not have to pay full price for a rental, or should receive some form of compensation if they are required to drive to another city to obtain the requested rental equipment (we lost half a day of travel time and still had to pay full cost for the rental, this is terrible customer service).

Hooman F. on

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More staff at check out line please.

Nathan K. on

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One attendant on lot was super helpful, the white guy on lot must not like his job, very rude! Also was over charged for my rental by 300% by a “glitch”. After 25 minutes on hold, problem couldn’t be resolved and had to wait for supervisor to call me. Today, problem was resolved, but such a pain and no compensation offered.

Braden C. on

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Equipment was fine. Customer service severely lacking. The guy had about as much personality/people skills as a block of wood.

Lucas B. on

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Customer did not leave a comment.

Sergio P. on

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Improve your staff equipment to speed up customer service and returns. I found the rental and return line up times were over twenty minutes and this location's Internet service was very slow causing the problem. Otherwise staff were very accommodating. Thanks

Amir F. on

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Customer did not leave a comment.

Yasaman A. on

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Ralf H. on

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Friendly and informative representatives on the phone and in person.

Torfeh K. on

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erron e. on

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Wei-Guo L. on

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My rental truck was hit by someone who hit and run, and the damage was just right mirror glass broken, which costs less than CA100 in a shop, but U Haul charged me $420 after discount, which is four times of market price, and I have to pay it by my self as it's below deductible. It's so unreasonable and U haul doesn't treat customers fairly and friendly.

Miles M. on

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Ann A. on

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Eric D. on

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Van had engine light on but no serious issues presented over the 300km we drove. Staff were helpful and courteous. Online method of checking out did not work, had to call help desk. Rep was helpful. GM reimbursed me the automatically charged 20$ fee for After Hours check out, after I emailed him my experience. Good response!

Petrus S. on

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Customer did not leave a comment.

Cruz V. on

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Colin S. on

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Horn didn’t work, dog hair all over the truck, pick up location was a total of 180km round trip from the location I was told it would be when booking. Drop off area was jam packed after hours and truck were parked everywhere, could barely fit my vehicle on property to drop it off!

andrew m. on

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Despite some of the arrogant looks I was given. They did there job like they were supposed to.

Marcus L. on

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Dont charge me for an overnight dropoff if it was BEFORE the end of my rental. Not everyone can use a smartphone.

Patricia T. on

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The lot was full of all sized vehicles dropped off, it was Sunday, and they were helter skelter making it impossible to park the truck and trailer totally in the lot. I got as close as I could and put a traffic cone at the end of trailer sticking out a foot on to road. Maybe signs where to park shorter trucks place for big ones and folks like me with 20 foot truck and truck trailer . Everyone in parking lot was complaining about how crappy u haul is. I won’t suggest to anyone to use your company .

david b. on

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ken d. on

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I think the idea of the online experience would help more people getting the vehicles to be picked up. So if you pushed the online advantage to get your paperwork printed and signed online and paid by transfer it would give the patrons an easier experience and quicker time instead of waiting in line to get a vehicle for moving.

Hai V. on

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More staffs to process the long line up, I waited 45min in line!

Lisa T. on

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Clean the inside of the windscreen. Have a sign up to inform returning rentals do not need to line up inside. As I did for 25minutes with one person only on the desk, only to be informed I see the folk outside. Wasn't happy

Clinton L. on

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Rear cameras on the bigger trucks. Adjusting the mirrors before the use of the vehicles can be home containing, especially when you are on a deadline

david v. on

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todd m. on

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Lindce V. on

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Fix the online app

Mike F. on

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Karthik Kumar V. on

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We couldn't rent a dolly we'd have really appreciated it. Please keep more dollies for rent.

Philip A. on

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Fawn G. on

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It's a great service but too expensive.

Melissa M. on

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Mark H. on

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LAURA M. on

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Brendan M. on

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Jonathan S. on

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The truck sounded like I was in a wind tunnel when driving on the highway, I might as well have had the widow fully down on the drivers side.

David o. on

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Great selection of rentals and very friendly staff

Guy G. on

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Chase B. on

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Tia-rae D. on

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Robert M. on

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A well organized shop and efficient vehicle and trailer pick-up.

ATHEANAH L. on

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Don S. on

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Dan P. on

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Derek S. on

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Bradford M. on

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I was really struck today by how nice everyone was during this whole transaction! Polite, courteous, helpful and genuine through every aspect of the experience. I always say I may fix pop machines for a living and you may rent vehicles, (in this case) but we are both in the exact same business... customer service! You all did very well today in representing your 'brand equity', thank you!

Warren K. on

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I have a number of issues. 1st - Robert, who took my information on truck pickup day. Terrible! Uninformative! 2nd. - Whoever took my order did not help me when i asked about 4 wheel dollys. They said, Just pick one up on pickup day. NONE LEFT. 3rd - no one mentioned rope or straps. Had to go buy on load day.

Jules S. on

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I feel I was scammed on the gas. The chart that showed how much gas to put in was totally wrong - in UHauls favour of course. I did a search on the size of the tank and it is smaller than stated on that chart. I returned the vehicle with an extra $40 of gas because the chart was so wrong. The staff person told me someone would contact me about this. Haven't heard anything yet. I hope I never have to deal with UHaul again.

John Burton B. on

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Darcy R. on

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Phone process was not intuitive and slow

Leif E. on

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Great attitudes, all around!

tim m. on

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No need to make any improvements, drop off went very smoothly and quickly. Staff at site were in the yard when I arrived, didn't even need to go into the building (though it too looked clean and inviting).

Dale B. on

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Remove extra added on bumper protectors from rear bumper as they get in the way when you are loading and unloading vehicle . Service from this site is excellent !

Michael O. on

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I requested a small moving truck, which was not available. I asked the customer service representative for a larger vehicle at the same rate and they said that option was no available. This seemed unreasonable given that I rented the vehicle for only 2 hours to move a couple of king mattresses. It was disappointing.

Richard B. on

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Excellent counter person and check out person.

Todd E. on

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The whole process of booking, picking up and returning the vehicel was seemless and easy. Staff was helpful and the van was just what we needed to do a quick moving job.

Susie B. on

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Brian H. on

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Stephen C. on

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Manuel C. on

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Definitely your employees at this location need customer service training, specially Edwing, his service was rude and poor. We booked in advanced on line for a Van and when he was attending me he mentioned there were some problems at the store and he did not want to resolve the issue and his only proposal did not fit our needs and It looked he just want to get ride of me as a customer. I would like to mention that when he was attending me I realized he was processing some other orders because he was behind of previous orders. His colleague had to step in and helped me to get something that could fit my needs. Lastly, the waiting time was almost an hour. Hopefully this matter will be investigate it and I will be able to get some answer for you, if it's true that Customer Service matters to U-haul. By the way what is the point to be able to make a reservation on line if: First you need to line up either way, second you could or could not get the equipment you NEED if at the end, depends of availability in store??. Does not make any sense.

David C. on

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Office line-ups require waiting Office is hot.

Lida J. on

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Petr H. on

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Kind and helpful staff, thank you!!!

Andrew M. on

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All went very smoothly. Car check guy was great. And desk woman also.

Mark N. on

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Minor quibble. We asked for moving blankets but they were not in the van when we arrived at our destination. We got by without them but you missed the revenue, and I lost time getting my bill corrected.

Lori-Ann P. on

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Monique B. on

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Smooth experience all around The GMC Van was impressive.

Greg H. on

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I was not advised that I was responsible for refilling the gas tank and was charged an outrageous amount for only using 18.1 miles in a 2 hour period of time. I only needed the truck for 3 hours and was still charged the full amount which seems rather costly since I was required to have it back by 10:30am so it could be rented to someone else.

Joseph L. on

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I’m proceeded to rent another trailer the yard staff were friendly but not enough staff or traffic directors to handle the volumn. On arrival the yard was so pack no one could move so I proceeded to get in line at the counter to claim my trailer after 10 min of waiting the line started clearing and I left the line to move the truck forward only to be confronted with the counter agent who left 3 people to follow me out and attempt to give Me a parking ticket !! Then while I was checkin omg from my call center reservation the clerk asked how I wanted to pay. I said debit. He stated a 150 deposit would be taken. I agreed, upon the final step the clerk didn’t ask me about insurance and tried to ding me for a further 34.00 for insurance. I asked him why he didn’t ask me about optional insurance and he stated”because I didn’t ask” ! From there I left with my trailer and even the boys said in the yard that the clerk even ticked his own personal car on the lot during his work shift. On my travels I got a ping from my credit card company letting me know that a charge for the trailer was applied. Wait a minute I didn’t provide my credit card nor did I authorize.. Upon rental 4 hours later the clerk had also advised me no after hours drop off which was contradictory to what the boys in the yard said. Upon drop off prior to 5 pm I went in and the same clerk named Edwin asked me how I wanted to pay. I said debit and he actually tried to charge Me again and when I brought up the double charge he said”oh the terminal wasn’t working when I first rented and it defaulted to the credit card on file. Don’t you think you should if form or ask the customer before doing six As I waited for 10-15 minutes waiting for a clerk to unhook the trailer the 2 yard guys were trying to manover a truck and Edwin left the store completely unattended and decided to stand on the bumper of another truck to assist. Well that didn’t go to well the driver took out the passenger side of the truck. I couldn’t wait for the next scene in the north vancouver gong show I unhooked took photos and left. Next time I ll call and if Edwin is on shift I’ll proceed to a different dealership. Sad but true. The girls are awesome but this guy needs serious retraining and less confrontational behavior. Best regards.

David S. on

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Excellent service. Nothing to improve. We were very pleased.

Reginald S. on

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Robert L. on

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Karsten V. on

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Pick up was a mess due to power outage. I would recommend U-Haul to have backup procedures and use paper when this happens. Took 2 hours to get my vehicle. When I finally got it, it was out of battery, so I had to be changed into a different vehicle. Staff was VERY nice though, which was a huge plus. At drop-off the device the staff was using was not working - it kept on quoting me $61,000 for the rental - yes $61,000 for one day. After some time the staff got it sorted out inside. But again not a great experience. Seemed very unprofessional.

David W. on

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The pickup experience was poor - not their fault the was a power failure in the area. However, they did not organize the queue at all or explain the problem which made a bad, but manageable situation, bad.

William P. on

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Customer did not leave a comment.

Hyun K. on

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I rented out a truck at 6pm yesterday with the intention of returning it by 6pm today. Cerrtain events caused some delays and so I planned to return it tomorrow. However, the rep from U-Haul said that the truck has been reserved for tomorrow and so I would need to return it today by 8pm. And so I rushed over to return the truck. When I inquired if there is a hourly rate for 2 hours rather than charging me for an entire day, they said there is not. So this is the ridiculous part - they're charging me for the entire day when I can't even use it the next day, and not only that, double charging me and another customer for the same truck for the same day. I would've been obviously fine with the extra day charge but why rush me there to return when it seems like there were plenty of the same sized trucks on the lot? To add a cherry on top of all this, as I hand the keys to the guy inspecting the truck, he makes a snarky comment that he could charge me extra fees because he had to use the master key to unlock the padlock. Wow, really? Well done U-Haul, you're hauling in our money alright.

K Peter M. on

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Customer did not leave a comment.

Andrew J. on

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Truck was really old and the pull up back door wasn't working at all. The door made me more tired than actual moving.

John P. on

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don't let the customer unhitch their rented trailer, instead unhitch it and then finish the contract info then.I think this will ensure the safety of the client. Thank-you,

Kathleen M. on

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Charlene E. on

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The North shore UHAUL was great. Very friendly and efficient.

Patricia W. on

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Super friendly, professional.informative, and efficient!

Alan B. on

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Customer did not leave a comment.

Matthew S. on

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The whole rental was The Comedy of Errors, I spent over three hours on the phone with Uhaul trying to figure out which location I should return it to. After waiting on hold for well over an hour, I had a staff member on the phone who did not even know where Vancouver Canada was, they insisted I had to return it to Vancouver Washington I spent hours on the phone with various people trying to figure out where and when I should return it, stop on the phone was unhelpful, and had no idea. The computer system they were using was continually crashing, stop was as frustrated as I was with the situation. Please see notes on my file. Again, this is a big Corporation trying to maximize the bottom line, completely disregarding customer service and working conditions for their staff. I will never be renting U-Haul again, and will be ensuring that no one in my company of over 5000 people ever use Uhaul again for a move U-Haul corporate should be ashamed of the changes, you cannot try to maximize the bottom dollar on the back of customer service. It's unconscionable. I will be posting about my experiences on social media, and I would really appreciate the opportunity to speak to a supervisor about this level of customer service.

Geoff B. on

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Denise L. on

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i cant think of anything. I have told all my friends and family what an enjoyable experience it was!

Donald J. on

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Quick and easy trailer rental

Henry Schmidt A. on

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Thomas J. on

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Benjamin M. on

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Egnar B. on

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Alaric G. on

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Really good customer service from both the receptionist and the fellow in the yard handling the vehicles. Overall cost was very reasonable - excellent experience all round.

Felix X. on

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More smiles when CMs are waiting in the line. Or may be some music to fulfill the moment.

BRENDA C. on

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Alaie R. on

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Andrea R. on

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They did not specify that the free extension is only possible if nobody is waiting for the vehicle. It's kind of obvious but we took it easy and ended up being a bit late.

Boyd G. on

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No customer service. Had to look for the damage myself on the vehicle. Take a pic where the vehicle wasn’t clean? (coffee holders were disgusting) Fold all the blankets “for the next customer” sure I’ll do your work for you! Didn’t use the blankets although I had asked for them but didn’t break the seal, so I was still charged for their use! What the fuck is that?

Geoff G. on

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Thomas M. on

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Richard O. on

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Bruce D. on

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If I had any other choice to rent from any other company I would.

Lori V. on

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Mohammed L. on

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Good experience, good price, will be back!

Sean E. on

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Cynthia M. on

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Allen B. on

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DOUGLAS R. on

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Remove some congestion around the checking checkout lanes.

Jacob K. on

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DOUGLAS F. on

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Even with the new online aspect, the staff were great.

Yousef G. on

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Excellent customer service. I was greeted with a big smile. Very friendly, same time, very professional.

Craig C. on

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Your pricing is very very misleading. $19.95 / $29.95 “plus fees” is a joke . My two day rental was $200.00 plus .

PETRA E. on

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lorne m. on

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Rep I dealt with was very helpful.

Gordon T. on

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Mark D. on

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Keep developing your technology. I sure speeds up the process.

Dusan F. on

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didn’t like the “before inspection” . photos on phone were low resolution, and not all damage was marked with “X” sticker. gentlemen showing me vehicle was very nice and did great job explaining everything. thank you Al.

Eustace E. on

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Just keep up your good work ! Guy who took our booking, and the guy (Oriental) who checked us out and in were excellent in their approach to the job. Thank You !

VICTORIA K. on

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Abdul Karim R. on

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Simon L. on

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Train staff on knowledge of nearby 24hr gas. The uHaul app for submitting disputes is very broken when used with mobile Safari, failing consistently to accept multiple photos.

David H. on

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FABIO J. on

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Marina O C. on

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Staffs are nice and approachable which is most appreciated in dealing with their customers.

amanda J. on

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The staff were very efficient and friendly.

DAVID S. on

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there was uncertainty as to whether the vehicle I'd booked several weeks prior, would be available at the chosen location the day before it was due for pickup, so it would be good if customers were updated if that's the case, but I would hope that UHaul have a good caddie system to prevent such situations. otherwise reception staff were impressive.

Jessica L. on

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Reservation was changed multiple times, location and time without consultation. Nearly impossible to reach actual U-Haul employees, # given was for pick-up locations with no help available. Had to wait in line multiple times with long waits, understaffed and overpriced.

Valerie B. on

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My moving labour help was great

Suzanne M. on

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Great service on an end -of -month moving day

Ahmed M. on

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Everything was great

Richard B. on

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Customer did not leave a comment.

Leslie W. on

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The only negative issue was trying to close the storage unit and being transferred to multiple people over the phone. Some of the people sounded quite perturbed to be dealing with me.

Brenda D. on

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I was only able to get outside storage. There was a leak in the roof of my unit. Access was difficult as there are so many trucks close by. Staff were friendly but understaffed.

Darren D. on

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Thank you!

Kambiz F. on

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Good service

Paula D. on

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Poor lighting. The outdoor storage is not convenient for unloading and loading . The employees are rude.

opper D. on

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Would recommend Ubox to anyone moving .....

Jan M. on

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Excellent service, both in St. Catharines and North Vancouver.

Melissa C. on

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In Edmonton the staff were friendly and helpful. I would mention that my U-box itself had issues (for example the latch wasn’t aligned, and had to be hammered shut each time I closed it).

Adel F. on

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My worst experience ever! Never had access as always was blocked with trucks. The unit size is not as they are advertising and not sealed as water gone through inside. Never use U Haul or recommended.

hilary b. on

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The computer system makes any interaction far too lengthy. The inability to get ahold of the right people to have Ubox sent to the right place or accessed is exhausting.

Ray F. on

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Well organized & helpful

Dana G. on

Rating:

Unorganized and poorly trained employees. (Probably not their fault) All dealings over 18 months was challenging.

Mary Jane C. on

Rating:

Staff charged a 120.00 plus tax for storage when it's supposed to be free if we rented a truck. Explaination was only eligible if from out of town ! not true in advertisement/reversed not profesionsal

matthew t. on

Rating:

Worst experience I've ever had, staff very unhelpful and rude, to many hidden costs and fees that should be covered by uhaul especially insurance on your own properties no end of trouble for me. Fail!

lisa i. on

Rating:

I have never used your facility and you are stealing money from my credit card and won’t return my calls or emails