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

Rating:

3.0

Service very slow: only one person serving many costumers.

Rating:

4.0

Professional staff were very helpful and knowledgeable

Rating:

4.0

Need more staff. in the morning especially

Rating:

2.0

We were really disappointed in our service. When we returned the truck, we had a little bit of dirt in the back, and the individual who received the truck was very rude and unprofessional, glaring at us as if we did something wrong. We asked for a broom to clean it, though in my opinion, it should be his job to sweep out the back. You need to do better and hire people with the proper skill set, customer relations skills, and communication skills. Your employees need to, more importantly, learn how to speak English.I will never be using your services again.

Rating:

5.0

The inside and outside of the front window were so dirty that when I drove towards the setting sun it was impossible to see, and there was no window washer fluid. Other than that, five star experience with this location. Pickup and return were seamless and they were very helpful.

Rating:

5.0

Better deal for old Customer

Rating:

5.0

Excellent service! The staff were very polite, punctual, patient, and helpful throughout the whole process. I really appreciated their professionalism and friendly attitude. Highly recommended!

Rating:

5.0

Please check your app. When I tried loading my personal information, which includes a P.O. Box, the number of my Box (#) would be replicated (appear twice) in the entry line. As a result I was unclear as to whether my data would save correctly, so I did not complete the app registration but rather had to show up at the location to make a booking in person.

Rating:

1.0

I was verbally told one price to extend my van rental by a day ($36) and then was charged over $100 on return. Uhaul refused to honour the price they gave me and billed my card the extra charges without my permission. Scam-like practices do not bring return customers.

Rating:

5.0

U-Haul provided excellent service. I will definitely recommend them to my friends. Thank you again for a great customer service and a great overall experience!

Rating:

5.0

The staff at the location was very helpful hence the excellent rating for them. The issue we had was the u-haul app which was a disaster. We wanted to pick up the vehicle after hours however after getting to the location and trying to have it work for between one hour and 1.5 hours, we abandoned the idea and picked the vehicle up the following morning. The app would kept kicking us out, not allow us to move forward and / or tell us we had to start the process over again and again - the app was the most frustrating part of the entire process. In my opinion, if you are going to offer after hours service through your app, i would suggest that it work properly. Coming from Squamish to pick it up the following morning and then returning to load was not the most time efficient way of doing things, setting us back by about 2.5 hours. Your staff did what they could to help however, again only my opinion, there should be some additional compensation for the extra time, mileage and fuel cost on our personal vehicle as well as the time spent and inconvenience trying to get the app to allow us to do what your app is designed to do.

Rating:

1.0

I booked online but when my husband went to pick up the vehicle, the person doing the contract changed what was on the original online booking including the drop off. I wanted to use a debit card but was told there was an additional $100.00 charge. The windshield of the vehicle was filthy with bug guts from the previous rental. I was expecting a full gas tank but there was just over a 1/4 tank of gas making us have to stop to gas up prior to our drive from Vancouver to Kamloops.I went to the original drop off Star Lodge but was told that they had no information and no room for the truck. I asked if he could assist us with the phone number of the rental location in N Vancouver so we could call but was told no he couldn’t because they don’t get paid for doing that. We found the number, using our data on our phone, called ourselves and was given a new location to drop off on the other end of town that we had just traveled from. The person at the drop off was very polite. As seniors, we found the experience to be unprofessional, stressful, confusing and caused a lot of inconvenience.There is definitely room for improvement at U-Haul, you are in the service industry and the lack of customer service was appalling and unacceptable.

Rating:

5.0

Customer service and lot team are excellent. Really like their politeness but some of the vehicles are really hurting and need mechanical service! I could barely keep my truck on the road!

Rating:

1.0

Poor service from employers

Rating:

5.0

The staff were very polite, friendly, and helpful. Everyone was professional and made the whole experience easy and smooth. I really appreciate their great service and would definitely recommend this location.👌👍

Rating:

5.0

Excellent service as always!

Rating:

1.0

My experience at this time are so Bad 2 of the dispatchers in the morning around 8am are not helpfull customers service are so bad very pour and rude my cargo van is not ready to pick up they only handed me the keys they are having coffee and chating on working hours and I am the one driving out and remove the windshield cover from storage parking to be ready to tooks photos before leaving out.for more Info.regarding my experience at this time fill free to contack me so I can explain more dearils.. Thanks

Rating:

5.0

Great service- friendly and informative

Rating:

3.0

The windshield inside was so dirty

Rating:

5.0

Overall great location. U Haul needs more enclose containers.

Rating:

3.0

Checking in after hours is not well done. I noticed everyone having trouble with the app and knowing where to park. I had to be told that there was a QR code and then find it along with the key drop off The should walk you through this at the beginning. It took me at least 30 minutes.

Rating:

5.0

everything goes smoothly. The only problem is it is a little far away from my place. And the bridge on the way there is always jammed.

Rating:

5.0

I was really happy with my experience. Front desk was prompt and instructions were easy to understand. Folks hooked up the trailer and I was on my way in a flash. One suggestion would be for the team to encourage a quick walk around and photos as I received a text to do so but I had already started driving away.

Rating:

4.0

The window was filthy on the interior Not cleaned for months

Rating:

5.0

The gas replacement instructions were confusing! We ended up spending nearly $35. more than we used. We explained how confusing it was and gave our gas receipt. The young man refunded us the overpayment. We were pleased with his courteous manner and quick solution. However, why would you not begin with a full tank and end with a full tank. Those little bars do not make sense. Otherwise….first class!

Rating:

4.0

Jack on trailer was very difficult to use / jammed easily.

Rating:

2.0

For the second time, my u-haul box was not there on time. It was still sitting in Richmond. Not the fault of the staff at this location (the Richmond location missed sending it over). But UHaul needs to work on their systems.

Rating:

1.0

The U-Haul attebdant in the yard added a charge of $14 for failing to reach the fuel level (level 7 out of 8) upon returing the vehicle eventhough the amount of added fuel surpassed the number of litres described in the rental contract in fine prints and not made easily comprehendable. The staff in the office also did not seem to understand my argument but decided to offer $7 discount on the extra charge which at the end of the conversation was dropped. I presented the receipt of gas purchase made before arriving at the rental location, however the staff chose to ignore. The point of argument from me was "system flaws" that is eveident: the fuel level upon returning the vehicle is totally relied on vehicle's fuel gage needle position which is "ambiguous" and "lacks accurate measurement tool" to verify.

Rating:

4.0

Staff very friendly and polite

Rating:

5.0

everything is perfect!

Rating:

3.0

The automated roadside assistance was very difficult to use. I made two phone calls back to the pick up location due to the truck not starting. The referred me to the QR code which sets up an app however while using the app it was not uploading. I was finally told to use 1-800 number which just sends you a link to the same app that was not uploading. Finally after 50 min I was able to get the app to work. During this time I discovered that the positive lead on the battery was loose. I was then able to start the truck. I cancelled the roadside assistance through the app but kept getting texts of service tech coming. This type of automation is inconvenient and frustrating. You should have an option to speak to a person from U-Haul.

Rating:

5.0

The service was excellent I cant say anything bad about my experience

Rating:

5.0

Excellent service! The staff were friendly, professional, and very helpful. The equipment was clean and in great condition. I had a smooth experience and would definitely recommend this location. Thank you!

Rating:

5.0

everything was perfect thanks

Rating:

4.0

Very Good

Rating:

4.0

The people were great, the trailer the same. I have rented the motorcycle trailer from this location for many years. I usually rent it end of day and return it end of day next day. But since this time I needed it on a monday and the store closes at 5pm instead of 7pm I was 2 hours over and so got charged another day. Quite a bitter pill and leaves me quite frustrated. Either change the process to allow for after hours pick up as you allow for after hours trailer drop off or provide an hourly rate for those people that are 1-2 hours over their day rental. Charging an extra day is too aggresive and has me looking at other options. It was also blatently clear to me that if I was friends with the individual in the yard, I am pretty sure I would not have been charged and his month end excuse was just garbage.

Rating:

5.0

Great team

Rating:

5.0

Nothing to improve. Perfect care to make for a pleasant and pain free move! Not sure it was pain free for them but much appreciated!

Rating:

3.0

Trailer shook like crazy when I picked it up and when it was dropped off 700km later I mentioned it and was told two of the tires were separated and could have blown up and left me stranded with no spare

Rating:

2.0

It wasn't busy when I picked up the trailer. I had several questions regarding drop off and rate changes and going to drop in different cities. The gentlemen that was serving me was not interested In giving me answers and seemed very disinterested in the process

Rating:

5.0

The staff said the system was down, so even though I booked my van in advance, things were quite slow. However, everyone was friendly and the process was smooth.

Rating:

4.0

Nothing ... equipment was good, service was great.

Rating:

5.0

Polite and helpful staff guy, quick truck return process, and effective payment and billing process by just using the handheld device. We thank him with appreciation.

Rating:

2.0

We were not aware that we would be locked out of the storage facility at 10:00pm. We were racing to unload the truck on time so we stacked belongings in the facility but outside of our locker. When we couldn’t get back into the facility we had to put large items back into the truck and extend our rental to the next morning. We returned to the facility at 5:00 am to finish unloading the truck and place items in the locker, all on 3.5 hours of sleep. Also, the mobile app was not working on any of our cell phones. I would have benefited from a reminder from staff when reviewing the contract to go over facility access times and how to get assistance after hours. Thank you.

Rating:

5.0

Looking forward to further use of services

Rating:

3.0

One of the employees said that we didn’t need to pay extra for help with getting our car onto the dolly and then another employee complained and then they charged us more which was not nice

Rating:

4.0

Uhaul had us dropping off to a location an hour away but a quick call had us drop off much closer to home. Very friendly and cheerful return agent. Had no issues.

Rating:

4.0

all good thanks

Rating:

3.0

The Ac didn’t work and the two people I told didn’t think it was a big deal. Hot summer day driving for hours, not comfortable.

Rating:

3.0

Self return way to complicated

Rating:

5.0

Returning the vehicle was super fast and easy. Thank you for taking the stress out of our move!

Rating:

5.0

Not sure if anything can be improved. The young lady at the front was super fast and efficient as was the young gentleman that got the truck ready. Highly recommend this location. They are really polite and friendly.

Rating:

5.0

It was great! No recommendations.

Rating:

5.0

The ramp kept slipping while we where on it. Felt unsafe. Was difficult to open and close rear door.

Rating:

5.0

Employees in the 'yard' need basic customer service training. They are quick and efficient with operational processes, but need that little bit extra on being more helpful and by offering a 'thank you for using U-Haul'

Rating:

5.0

Only downfall is I bought a roll of tape meant for an emergency fix and I left it in the rental…. The next day I went back to query my loss as I was the only one that had access…. The three workers somehow Didn’t FIND IT! The rental wasn’t even dirty!

Rating:

5.0

Yes I would recommend U-Haul.

Rating:

5.0

Continue the excellent service!

Rating:

5.0

Throughout the entire time, Hiran, Joseph, and Jerry were always helpful and attentive.

Rating:

4.0

The staff were always helpful, professional and kind. It is a very busy location that they manage well.

Rating:

3.0

It's hard to choose strictly yes or no for these questions. For question 5, it's a "yes" for the building in general, but "not really" for this particular unit (cheap/old floor, spiderwebs..)

Rating:

5.0

When i got there to drop off truck, it was very busy. Big line up. A bit of a wait but, the staff were very professional and friendly. They worked the big line and helped everyone out with their needs all while maintaining their composure.

Rating:

2.0

The unit is not in good condition there is water entering through the roof and after one day of rain this is a serious problem

Rating:

5.0

The only issue I had was with the locks that U-haul provided which would rust and get jammed making it difficult to use. You need to consider alternate product

Rating:

1.0

Nice we’re running all over my stuff, poop everywhere. When the doors were changed I was only given one day notice. The new doors look flimsy and the installer broke the door jam. My concerns about the security of my locker were brushed off by the employees. Security was horrible, day one my scan card didn’t work and I was told not to use anymore, just go inside without checking in.

Rating:

5.0

Awesome thanks

Rating:

1.0

I had a break-in and stolen things.

Rating:

3.0

the walk areas always have rubbish blowing around. Its a good facility but fairly standard for self storage (I only have Australian self storage to compare to though).

Rating:

1.0

Very dirty and damp outdoor storage found bugs in my belongings after under 1 month of storage. Staff outside super rude and always seemed to find a way to block my truck in.

Rating:

4.0

No lock was inside the locker. I had to go to the desk to receive my lock.

Rating:

1.0

Stairs only, no elevator. The passcode I was emailed is incorrect and I was given a card and it doesn’t work. I was told on my second visit not to worry about the security code and just walk up the stairs . This gives me worries about how secure my belongings are going to be in this facility.

Rating:

1.0

When it comes to the actual check in for the storage unit, everything was fine. But the problem was that I also rented the uhaul van because I was moving. I was informed the morning of my move that the van is no longer available. They switched me to the pickup truck. I called uhaul and said that I can't use the pickup truck, as it's too small for some of my furniture and it was going to pour rain all afternoon. I canceled the pickup truck (and the rest of my day was a nightmare as I scrambled to find ways to move my things) and asked for the $50 I get if my rented vehicle isn't available. The woman on the phone said that I couldn't get the $50 because they're offering me the pickup. She was argumentative and dismissive. She eventually agreed that I should get the $50 but she was rude. If you look at my file, she's the one that canceled my rental of the pickup truck. I recommend you listen to that tape.

Rating:

5.0

Too many vehicles located in such a small space making it difficult to come & go.

Rating:

1.0

They have no respect for their storage at this facility. They literally BLOCK ACCESS to the storage by parking large trucks all around it!! There's ALWAYS a truck close to the storage where the staff is unloading stuff from it. Also on a side note, I once called this location from home. I was on hold for 20 minutes so I decided to drive up to the location... 15 mins later I get there, and I'm still on hold on the phone. There were no one in the office but the front desk person... he had the phone up so it doesn't ring... I'm like why don't u answer the phone... I've been on hold for like 35 mins. He's like this thing rings too much... I need a break from it... unbelievable how rude he was. I tell you, this is one of the worst managed uhaul locations U can ignore this, or do something about it. Go undercover if u have too... the level of crap your customers have to put up with in this location is unreal. Unprofessional. Do u want them carrying the uhaul name with such disrespect? How much do u respect and value ur company?

Rating:

5.0

The front desk staff and return staff were beyond kind and helpful. Everyone was very approachable and more than willing to do their best to accomodate! I can not say enough good about the experience!

Rating:

1.0

This Uhaul experience is the most unexpected in a negative way. Firstly, the Uhaul Manager requests me to pay a $710.11 towing fee that I never order, and I never observe the towing service. It was extortion. The towing fee bill the not bill to Uhaul or a bill to myself. It was billed to a non-related third party, except has the truck that I rented's information. Many people rent that truck from time to time. I never request a towing service or observe a towing service. A towing service during the rental period also covered under the insurance contract as well. Uhaul has its own towing service under the contract if towing required. The Uhaul store manager said he paid the towing fee to a third party, so he needed to be charged to my account. It is unreasonable. I suggest the manager. I am afraid a third party was playing the game behind the scene for the sole purpose of financial gain. The RCMP and related organizations needs to investigate this type of Economic crime that takes advantage of the business and innocent people for the sole purpose of organized crime's financial gain.

Rating:

5.0

I had an emergency to leave where I lived..I had looked for 4 hours for a rental van. I came upon Uhaul main st. They were so helpful and supportive. Immediately, I had a rental van and a locker. The person behind the desk walked me to the locker, insured I knew how to enter with the cardlock..the guys helped me understand the working of the van..I really appreciate all the support and kindness ..super people work here.

Rating:

5.0

Their the best storage so far that I in counted I will fully recommend to my family and friends.

Rating:

3.0

I moved out because there was mouse poop all over my unit and stuff with absolutely no food or traces of food anywhere in my unit. It didn’t get into any of my stuff after inspection, but poop was everywhere. I spoke with the manager and he didn’t really have anything to say about it, very much a “what do you want me to do about it” mentality. I asked for help cleaning it up as I didn’t have proper cleaning supplies and mouse poop is really dangerous for women to clean without proper protection, and the person he sent just wiped it off with a rag onto other stuff in my unit. One blanket needed to be thrown out because it was coated too much for me to feel comfortable to get it home to wash it. One lady, who was wonderful, apologized several times for it, but the manager didn’t seem bothered. I moved my stuff out the next day because I had some very expensive books, furniture and linens that I cannot risk vermin ruining. The manager telling me that he’ll clean the floors with peppermint oil more frequently to keep them away wasn’t comforting and clearly not working.

Rating:

4.0

Good prices that are published online and the access to account online is Beverly convenient.

Rating:

1.0

Unit dirty and smelled strongly of mold. Access to the unit for moving in/out blocked by rental equipment and very difficult to access. Rental staff could not find my reservation so created a new one, leaving my existing one open. Rental agent seemed poorly trained and not helpful.

Rating:

3.0

I had a storage space at this location for about five years. In that time my monthly rent rose by more than 20%, which seems rather steep. My biggest issue is getting access onsite with a vehicle. Beings as it is a truck rental location the lot is very congested and it became highly inconvenient to gain access to the storage entry. The people onsite are very friendly but the experience became too much of a hassle to take things in and out, which I have to do from time to time. Just my experience.

Rating:

2.0

Unfortunately there were so many U-Haul trucks on the forecourt that I couldn’t park anywhere near the storage locker. The staff did everything they could to help, but the lot was too full.

Rating:

1.0

There were so many U-Haul vehicles on the lot that I couldn’t park anywhere near the storage and had to dolly everything over to it. The employee was great and tried to help but was unable to.

Rating:

2.0

We got blocked in when we were unloading and am supposed to drop off truck in maple ridge?? Not a good end to our day.

Rating:

5.0

I was very happy with my storage unit, it was easy to access and the right size. Staff were very helpful when I had to rent vehicles or buy supplies.

Rating:

5.0

Thank you guys

Rating:

5.0

..

Rating:

4.0

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.

Rating:

3.0

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.

Rating:

5.0

Thank you!

Rating:

5.0

Good service

Rating:

1.0

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

Rating:

4.0

Would recommend Ubox to anyone moving .....

Rating:

5.0

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

Rating:

4.0

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).

Rating:

1.0

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.

Rating:

2.0

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.

Rating:

4.0

Well organized & helpful

Rating:

1.0

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

Rating:

3.0

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

Rating:

1.0

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!