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jeannine e. | Overall ExperienceCustomer Reviews for U-Haul Moving & Storage of Niagara Falls Ontario
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.
Services was pleasant friendly and excellent
Lenard A.Very professional, courteous, and helpful. Nice customer service.
Steve R.The Niagara Falls staff wen out of their way to help me secure a trailer on very short notice. They were amazing.
David B.Trailer easy to haul….no tugging…..really smooth.
Derek C.Nothing everything was excellent
Gerardo B.Shorten the customer wait time to see a uhaul representative in the store. The cargo van rented was clean, however it smelled like manure inside.
SEYED B N.Chris is both hospitable and efficient. I appreciated his assistance after losing business due to a messy and dirty truck on the last rental August 20, 2022
Mark K.I couldn't get my phone app to work on the late drop off. I have a Google phone and the app seems to only work with iphones. So needless to say I was charged the $20.00 fee for after hours drop off.
Wayne P.Nothing everything was excellent
RODGER W.Please ..please ..fill up the fas tanks before sending them back out...i put in too much gas on my return on Tuesday..a waste of money for me. Unfortunately gas pumps want pay before you pump which also makes it hard to judge. Not great to have to put money in..run into the store for more etc. I right u hauls alot but i will not accept another one unless full of fuel.
CaraLee H.Can't see much to improve good job all round and very efficient staff
John F.They have a sense of urgency and try not to make you wait. This is refreshing and very welcome. keep it up
Blair M.Very nice people
Jack B.Great Customer service by Echo.
Charles G.Truck broke down , transmission issue , but luckily just finished our run ..:. Called to get it towed …. Thought all was good , then U-Haul Called 24hrs later asking where their truck was,and why we didn't return it , lol ….so one department didn't talk to the other …:.. but it was made good in the end …. But embarrassing how it happened
louis M.excellent
alisha B.Got a flat tire 1/2 into our trip Worst part was waiting for road assistance that took almost 3hrs to come while we were on side of QEW highway When first guy arrived he said didn't have jack with him and tried to use hack from our uhaul truck…couldn't get it to work, couldn't get the spare tire out from under car either he had to call another guy yo come So after waiting 3hrs for them it was now another hour of them trying to change tire Missed our appointment we were going to to take my daughter to university as there was specific check in time we then had to wait for another time and this be led my husband to have to call in sick to work as mid would not be hone in time Nice enough guys and second guy brought electric jack and they got job done, but the whole thing was a nightmare I called about a discount and they told me all they could do was take off rental fee $20 I mean ya thanks its better then nothing, just doesn't seem like very much I will use ihaul again, people very polite and I know flat tire can happen to anyone, but such a big company could have given a bit more compensation to have a customer walk away with a good experience in the end rather than the one I am left with.
deanna R.Very helpful staff- went above and beyond
Helen J.Longer hours would be good
Doug L.All went very smoothly and quickly
HEIN N.Good
Linit Elsin A.It seems that I had an issue at every possible angle of my booking. At first, the item I ordered wasn't available at the location I specifically chose well in advance. I then had to drive an additional 20 mins. After this, I picked up my trailer and utilized it for the day. When I got home, I brought it the next day to the st Mary's location only to find out that apparently I had already returned the rental back in Niagara Falls.. It was an awkward experience. Then today, I received a notification on my credit card that uhaul has tried to charge me an additional $22 for reasons unknown. The agent I spoke with said she was going to contact corporate to look into it, and I trust that she will get back to me. However, I'm super frustrated that this has gotten to this point. I don't know if I would rent from uhaul again nor would I recommend it after this experience.
Christopher V.Worst service ever , the location was great . The people at head office are horrible and the manager Lucy I also horrible. Uhaul added so much stress to my life . It was a horrible experience to the point theY they even hung up on me . So disappointed with the call center and for all the extra stress and bs u got a sorry. I usually have bo issues but this time was a complete disaster leaving me thinking uhaul is very unorganized and unprofessional and don't cate about service and only care about the truck not the customer. I left me feeling horrible all because I tryed to rent something
Michael B.Novel is the option for pulling heavy things in a heavy metal sled with wheels. Novel.
WILLIAM T.They stole 1000 out of my account they are thieves
David C.Self opening doors in the Large Storage Building at this location would be useful. Most people tend to carry more that they can handle with two hands and manoeuvring a full cart through a door that has to open in (probably due to fire Regulations) is a daunting task. Convenience, Damage and Injury prevention…I'd say it's a no-brainer!
Arthur T.The staff at the Niagara falls location are great. I go there quite often and never have issues. Thank you
JASON B.Unbelievable bad customer service. Never back to U-haul … or if I had too prefer to go different location. The guy was very very rude and impolite.
Ali T.Very miss leading I asked for a quotation, gave the guy all the details to and from distance plus 50 miles they gave me the paper work I had the truck returned same day , also with a lot more fuel than when I left. then they told me the quotation was only for one way. Not very happy. I rented a van about a month ago got a quotation from Uhaul everything was perfect. This time a complete disaster. I will not recommend this location to anyone
phillip R.The staff were very curt and rude. I believe the person I dealt with was either the manager or an employee of the month as his picture was on a plaque. No concept of customer service at all.
khuldoon A.Just keep up the great service!
Ronald H.Great location, busy and clean. Customer service was fantastic .
Bernard P.Thank You for the service
Giovanni R.Nothing needed
DAN P.The team is efficient and courteous!
LIZ D.Nothing!
Paul T.Better signage to find the Key Drop after hours. Otherwise the experience was seemless.
Alex B.N/A
Matthew D.extremely poor service when returning vehicle impossible to get thru to branch... telephone even worst 4 people sitting around in break room when you go i will never rent from uhaul again...because of my experience with this branch. convenience stores have better service, than official uhaul store
ANILMICHAEL S.I've only been 1 day but so far so good. Give me a couple weeks and this rating might go up.
Michael p. | First ImpressionsI was pleased with the experience.
Wayne P.Nothing at all to improve. I've dealt with the Niagara and St. Catharines locations as well as some of your independent garages and every experience has been exceptional. The trailers are in good condition and easy to tow. Your locations conveniently have all the products I required and at a good price. I plan on continuing to use your products and services. Overall, your staff appear to be happy and it shows in the way they interact with customers. They go above and beyond to be helpful.
Dino P.The plug for the electrical was very loose, and it fell out while I was driving on the highway. I had to stop at the Rona in Grimsby to buy some electrical tape to secure that plug.... I was driving without signals. I mentioned this when I returned the trailer, but not sure how much they cared.
Einar B.You guys are thieves. Stole some stuff from my storage unit
Jacklyn T. | Overall ExperienceVery impressed by the customer service offered by the employees who helped me with the whole process. Unfortunately, I didn't pay attention to their names, but I hope they get told/recognized.
Linda M. | First ImpressionsI did the walk around by myself, left and found equipment attached inside. Called location and "assistant manager" berated me for not checking inside. I came back and had them remove it as it took up cargo space I needed and paid for. Chris at counter before and after interaction was great. But "assistant manager" kept on being rude and belligerent. When truck returned, I waited patiently for the due processing. I was ignored by "assistant manager" except when asked for the keys with a "Hun". No other words or interactions. As a retired manager and customer client service oriented law enforcement officer, I was floored by her behaviour off the hop. The increased hostility, and give kudos to Chris the counter rep. If, I didn't need the truck for that morning's move, I would have left. I waited until the next day to write this assessment, and I am still fuming.
Victor M.Service people reviewed trailer, hooked it up, tested lights and upon return, inspected, & unhooked everything. Smooth, simple process.
Len H.It's extremely predatory to not allow individuals to drop the vehicle in a different city just because it's "close enough". This doubled my moving costs due to your inflated mileage costs. A reputable company should not force renters to drop off the truck where they picked it up, in my case back to Niagara Falls from Toronto. This is predatory and needs to be changed - I will not be recommending UHaul for this reason alone.
Jessica L.I used other locations before but never been so satisfied with great and quick service.....thank you all.
azad Z.Excellent staff. Quick in and out.
Brian M.I was delayed by an hour picking up this trailer because all the lights were not working properly when we tested and the replacement trailer I was given needed some of the bumpers inside to be re-glued to the walls because they were falling off. To save time, all the trailers should always be checked, cleaned with the air pressure hose when they are returned because there is always dirt on the floor. Returned the trailer was hassle free and no complaints.
Warren N.Excellent stuff good quickly service
AMIR H.Counter staff was extremely slow. It took 20 min. to check in even after doing pre- check-in on U-haul app. Waited 15 min. for same staff to hook-up my trailer, then went looking and finally found same counter staff member working in service bay. He had forgotten me. Sad!!!!!!! Took over 40 minutes even after renting and checking in in your app.
Guy S.Keep up the good work. The customer service was awesome
bill R.I lost my Credit card and the gentleman helping me found it after I had already returned the truck and gone home. He called me and told me he had found it so I went back and picked it up. He was a great help, and very friendly to deal with.
Kolin Y.today i came to this uhaul location n rent the cargovan 4 hr .. just for less then 3 km .. and i park my car at there parking lots .. .. and when i came to retrund the van i realize that i forget my own car key at my home . which is 4 min drive from the location . i still got hr to retrun . i request the maneger name call andrew .. he said no n he cant help .. he told me that i have to rent van again .. customer servise is very very bad .. i end up booking uber to get me its took more then 45 min for me go n come back .. .. not happy at all very bad n poor understanding n very very poor customer care
Tashi T.Staff that dealt with my reservations was very informative, friendly and helpful and I was impressed that someone greeted me at storage area to show me my locker and run me through the process of entering and leaving. The area itself was spotless. 5 stars all around 👍😁
Margaret B. | First ImpressionsKeep on doing excellent job.
Michael A.Staff very friendly and helpful. Directed me how to get a corporate account. Thank you all.
Brian M.Truck was in awful shape, pulled hard to the left on the highway. Needs an alignment.
Michael M.Great service. Nice rep.
John M.Location was closed Saturday. Fortunately bu chance the lady that works at the other store by chance was popping in and was able to help me. If she was not there what would i have done ???
john W.Trailer interior was dirty and staff were very unprofessional. I was kept waiting while they had a casual conversation about booking a vacation . Also , the waiting times on the phone are ridiculous when you are trying to reserve a piece of equipment.
William M.The insurance is a scam. I purchased it and still had to pay for a dent.
Dwane S.The gas was supposed to be at 5/8 it was under a ¼ and we almost ran out on the first trip. You charged $48 for dropping the key off after hours. Your website didn't work for the after hours drop off. Also the staff was unpleasant
Bram R.The staff needs to be more compassionate to show a little empathy to the people that are moving especially when they're moving under duress and not calling them and threatening them yelling at them etc I would never go back to that U-Haul again and for years every single move those are the ones I've used I will never and I repeat never recommend or use them again
cindi S.The experience was great until I returned the van. I was assisted by a woman named Nicole who was extremely rude and condescending. She made a comment about the cleanliness of the van and told me She would have to charge me a fee. She was right about this and I agreed to pay the fee immediately. However after this was agreed She kept going and going about how frustrated She was because She would have to clean the van, and mentioned She should have charged me $200. She was rude and seemed extremely upset at me. Again She was right in charging me the fee, but her whole approach to the issue was completely unprofessional and insolent. As a customer I am not interested in knowing how frustrated She is about fulfilling her duties. To be clear I am not upset about paying the fees which were applicable and right; I am saying this employee needs some training in how to deal with customers in a professional manner even when delivering bad news. Thank you
Juan B.Be nice and friendly which makes your customers comfortable that set. And they did, staff were very nice and helpful Thank you!!!
Lobsang C.Thanks
abdinoor j. | Overall ExperienceA very pleasant staff you should be proud of
john L.Everything was fast easy and accessible for me to use and store my belongings without any trouble at all !
Julianne D. | First ImpressionsHave happy day where you pay less per kilometre than any other day. 10c less or more 40c would be nice
vincent C.More staff to handle customer lineups
Gregory M.The attendant was compassionate and extremely helpful.
Sherlyn F.I am utterly disgusted at the service at UHAUL as well as their policies. I am consistently being charged 'EXTRA' fees which are deemed insurance/late fees, yet when I ask to pay a past due, I am told I CANNOT PAY A PARTIAL PAYMENT AND ALL PAYMENTS MUST BE MADE IN FULL, SINCE I AM UNABLE TO DISH OUT THE $600 AT ONCE, (THIS AMOUNT INCREMENTING BECAUSE THE UHAUL WON'T LET ME PAY PARTIAL PAYMENTS BRINGING MY ACCOUNT UP TO DATE SLOWLY AND MAKING IT EVEN) THEN I AM BEING TOLD THAT THE ACCOUNT IS INCURRING FEELS PLUS LIEN FEES. SO WHEN MY ACCOUNT was at zero, I was told because I had TWO STORAGE SPACES, even though I told the individual my husband opened the ONE IN HIS NAME, I was told they were the same account and TOLD because the other one had a balance on it, they were charging me two x the late fees, even though one was at zero. WHEN I ASKED THE MANAGER TO MAKE AN EXCEPTION SO I COULD PAY $300 NOW AND $300 AT THE END OF THE MONTH. HE SAID NO! HE SAID THAT WAS NOT AN OPTION AND THAT HE HAS BEEN TELLING ME FOR MONTHS THAT I COULD NOT MAKE PARTIAL PAYMENTS. HE IS DISAGREEABLE, UNWILLING TO MAKE COMPROMISES TO PLEASE THE CLIENT, OR MEET THE CLIENTS ECONOMIC NEEDS HALF WAY. I WILL NEVER USE UHAUL AGAIN AND THEY COULD ACTUALLY AUCTION OFF MY DECEASED MOTHERS STUFF NOW. I DO'NT CARE. I HAVE TRIED OVER TIME TO CATCH UP ASKING TO MAKE PARTIAL PAYMENTS TO CATCH UP SLOWLY TO MEET MY ECONOMIC SITUATION AND HE REFUSES SO THE ONE TIME FOR PAYING MY UHAUL STORAGE, I HAD TO GO TO A FOOD BANK FOR FOOD BECAUSE IT LEFT ME AT ZERO MONEY IN MY ACCOUNT. I WILL NEVER EVER EVER EVER EVER USE UHAUL TRUCKS, SERVICES OR STORAGES AGAIN. NOR WILL I REFER THEM. HE WILL NOT EVEN WAVER ON SOME OF THE FEES AND HE IS THE MANAGER.
Claudine M. | First ImpressionsNicole at the Kent location was the greatest most helpful person ever. She is very knowledgeable and made things work seamlessly for us. Thank you so much Nicole
Sharon W. | Overall ExperienceWe have never seen such a clean facility! Kudos to the cleaning staff. Staff very friendly and helpful. I would certainly reconsider this facility
steven c. | Overall ExperienceThe whole process was easy and efficient. My unit was clean and the building was well maintained. Getting into my unit has a two step security feature. The crime rate around the area is low and the building is not really seen from the general public,but has easy road access. Staff was knowable and helpful. But not to nosy.. great experience
Nicole p. | Online Move InI don’t think that although I paid monthly for a few years, I should have received funds back for closing one unit on the 3rd and one unit on the 15th. I don’t know how any individual could empty a locker in one day - the day of the month the payment(s) we’re made. Total rip off.
Susan C. | Overall ExperienceWell run business. Always professional and organized
Patricia B. | Overall ExperienceI was charged an additional 175.00 for coming into the storage unit 2 days late. 29th is my pay day and the 31st I was there and I couldn’t pay my months rent at the monthly cost I was charged all these extras and couldn’t get the management to work with me. I am a loyal customer of uhaul and I was keeping my unit for that month so instead of the 117.00 I was charged 299.00 and I had my stuff out this month 2 days before my due date and Matthew Tubman is trying to charge me fees. I was not leaving my storage unlocked with my lock when theirs people who are living out of their storage unit on the same hall as I was in when I was cleaning mine out. Last month Matthew had an additional lock on my unit by the morning of the 31st and pay is the 29th and I was threatened my stuff would be going for auction so they have the option of removing the lock themselves this man just wants to charge me more and more money
alyssa b. | Overall ExperienceI have received an amazing customer service from Matthew, Joe and Nicole.
Chitrakha S. | Overall ExperienceThe staff were the greatest from the time I walked in to the office to rent a storage unit right to the end when I check out and closed my account. The storage units are clean and accessible very easily. They provide carts for you to use to wheel you stuff in and out of storage and also provide bathroom 🚻 for you to use and maps on the wall in several areas of the indoor storage building to be able to find your way around. I have had an over all awesome experience with the whole thing. Me and my husband would definitely recommend them for all your needs for storage, for moving, etc.... Thank again uhaul for a great experience with you we really appreciate it. Tammy & Eric Grindlay ♥️
Eric G. | Overall ExperienceGreat business to deal with….
RONALD W. | First ImpressionsThe storage unit was a great size to fit all my belongings. And the staff at uhaul were always friendly and always answered any question that I had.
Justine W. | Overall ExperienceVery satisfied with my experience.
DUNCAN C. | Overall ExperienceFor me, it would have been more helpful if access to storage was until 9:30 or 10:00 PM
DEMETRIOS A. | Overall ExperienceGreat and helpful staff, thank you.
Neil A. | Overall ExperienceWorst experience ever dealing with storage and at this location Matthew isn’t very friendly or helpful. I don’t think it’s right that you don’t prorate days for ppl in situations that you try and charge them a whole extra month. It’s a scam. I wasn’t happy about it and definitely wouldn’t use uhaul storage again or suggest it to someone else. Kent location use to be great. All the woman are great there but the manager is awful.
Charlene S. | Overall ExperienceThe team at Niagara Uhaul are stellar and the facility is always in top notch shape.
Mary G. | Overall ExperienceEveryone deserves a raise and paid vacation for the entire winter to the Caribbean...
Kelcy C. | Overall ExperienceThe staff were very helpful an pleasant
Duncan L. | First ImpressionsAbsolutely great experience, would recommend it to anyone. Thanks CW
christine w. | First ImpressionsNo problems
tawny m. | Overall ExperienceI wish there was a bigger unit
Peter P. | Online Move InGreat experince friendly staff
Jim D. | First ImpressionsIt was a pleasure to do business with your staff at Uhaul Niagara Falls. Thank you for making my storage needs easier.
heather d. | Overall ExperienceThe service was above expectation! They truly know the meaning of customer service. The location stands out from others I have used. The facilities where clean and practical!
Jeffrey T. | First ImpressionsThe manager Matt needs to be fired, he has very poor attitude towards customers. Not someone I would want representing my company
ryan r. | Overall ExperienceWhen I reserved a unit online it told me the size of the unit that I would be getting.when I got there the next morning I got a smaller unit then what I reserved
Jacklyn T. | First ImpressionsGreat experience overall. The downsides were my own fault and the employees here always went above and beyond to help. Would recommend this storage facility to anyone.
davis r. | Overall ExperienceWow, I'm impressed at how smooth and easy this was. I reserved a unit just before midnight, and moved in less than twelve hours later! Thank you so much to the staff who were friendly and efficient and for showing me around.
sara S. | First ImpressionsJust a frustration about not getting in after hours
Peter H. | Overall ExperienceJamie- the person at the front desk - was professional , effecient and very helpful she had answers to all of our question and concerns made our decision easy
JOHN G. | First ImpressionsThe units are small and the door while loving in kept closing and was such an inconvenience to me I had to keep swiping to get the door open . The alarm kept going off it was not a good experience!
Kerry-Ann P. | First Impressions- Police interventions on multiple occasions - Vast warehouse sized facility with dimly lit corridors - First floor storage 6' tall units not as large as advertised, all are partially blocked by sprinkler pipes and notices prohibiting stacking boxes above 4' 8" from the floor. False/misleading advertising. - Was told much later that stacking above the prohibited line is actually allowed (then why have the line in the first place..) but was never informed upon rental and had to rent a second unit elsewhere to accommodate my possessions - Manager is unhelpful, arrogant and lies
Laurie E. | Overall ExperiencePerfect
Elman I. | Online Move InNice storage facility lots of carts. Trucks are clean and accessible. Thankyou.
Judy C. | Overall ExperienceI just found that it was a bit expensive. But all staff were all friendly 🙂
laura k. | First ImpressionsVery helpful staff
Keith W. | Overall ExperienceI always have a good experience with uhaul. Always kind and helpful.
Tracy C. | Online Move InGood
Rosalia F. | Overall Experience