Customer Reviews for U-Haul Moving & Storage of Waterloo

Rating:

5.0

All dealings were positive. The only minor issue was a bit of a wait when returning the equipment.

Rating:

5.0

Excellent customer service and equipment

Rating:

5.0

Excellent location

Rating:

4.0

No moving dolly available, also app/website checkin did not allow a phot upload of passport so I had to bother the folks inside.

Rating:

5.0

Everything was clear and the woman who helped me check-in and out was friendly and made the process very clear.

Rating:

1.0

Employees need to take initiative and give clear instructions.

Rating:

5.0

Proficient. Everything is great 👍. Lots of help. Many thanks!

Rating:

4.0

I wasn't told on renting that I could drop off in the evening when I had done with it. Would have saved me time in the morning, but my bad for not asking, either

Rating:

5.0

Rented from this location multiple times. Great service and friendly staff

Rating:

5.0

There should have been more people working at check in time

Rating:

5.0

Excellent customer service and equipment

Rating:

5.0

Equipment reserved and waiting as promised. Service was fast, courteous and competent.

Rating:

4.0

Staff were excellent, helpful and knowledgeable

Rating:

5.0

The manager, Bryan, was SO knowledgeable and helpful! He answered all of our questions and made us feel at home in our new province right away. Can’t recommend enough!

Rating:

5.0

Outstanding equipment and customer service!!!

Rating:

4.0

truck was just what was needed ... customer service was excellent both for booking, check in, and return only issue was the door to the back of the truck was extremely difficult to close - most times you needed two people to close it overall - great experience

Rating:

5.0

This location was great. The only thing I don’t like are the mileage charge rates. I think the are too high.

Rating:

5.0

The Manager Brian and the staff at Colby Drive Location were fantastic. Friendly, knowledgeable, accommodating and more. Thank you for the many times and years of great service. Cathy.

Rating:

1.0

I don’t enjoy being scammed and charged $164 for a scratch I didn’t make…….now i have to call and make a complaint and waste everyones precious time.

Rating:

5.0

All services are perfect. I Do recommend to add one more service which’s labor services on the top f services which will add more value to your gold services

Rating:

1.0

Terrible experience, there were no dollys even though they were part of the rental. I was told there are no dollys in all of south west ontario, then why advertise and allow me to buy on the site? I had to go buy a dolly from Home Depot for $40... ridiculous... The windshield wiper fluid did not work which is dangerous in the winter...

Rating:

5.0

All good.

Rating:

5.0

Fantastic customer service today! Very helpful and friendly.

Rating:

5.0

The person with ear rings if im not wrong… very very polite and calm.

Rating:

5.0

your overall customer experience us what has kept me a loyal customer for 30 years. I feel compelled yo tell you what a phenomenal job AJ did. He went way over and above his job description to ensure that both my vehicle and the trailer was safe before authorizing me to leave. I don't know what I would have done. Hus persistence paid off. He was determined and had a positive attitude the entire time, which kept me calm. Moving is stressful and he did everything to make sure my rental was not stressful. Just guaranteed another 30 years of loyalty from me. He loves what he does and deserves a raise! He kept his cool and held down the fort even with a new girl in training. Please make sure he knows how thankful I am. I told many times. But he deserves positive feedback. Cheers!

Rating:

4.0

I was not informed it would be self checkin. It took 45 min to figure it out and get going

Rating:

5.0

Excellent customer service all round. Staff is friendly and helpful

Rating:

4.0

Include milage discount or some free milage

Rating:

5.0

everything was good

Rating:

2.0

This was my first time renting a full uhaul truck and the staff member was so unhelpful. He did not properly direct me to my truck so I had to wonder around the location for 15 minutes before coming back to ask for help. Then he said ok I will get the truck but he did not to any of the inspection checklist I later ended up reading about after receiving the truck. Before getting the truck, he indicated on the rental contract that the gas tank of 2/3 full... When I got the keys it was at empty... So I returned it at around half even though I was given less. I definitely won't be going there again.

Rating:

4.0

Friendly.. very helpful, quick to the point and great security.

Rating:

4.0

The trailer I picked up had fenders too high for the car I hauled. I had to crawl out and in the back hatch cause I could not open the doors. Also the passenger side tie down is messed up. I had a hell of a time getting it to open when I took the car off the trailer.

Rating:

5.0

Excellent staff and location!

Rating:

5.0

As far as we are concerned, we had no problem what so ever with the whole process from when we got to the store until we returned. It was very professional and the receptionist was helpful and again very professional.

Rating:

5.0

Staff was very friendly and helpful since this was my first time Bentley st trailer. I will definitely rent from here in the future. Thanks

Rating:

3.0

When your vehicles are full of snow it would be nice if they would clean the vehicle off.

Rating:

1.0

False advertising for rate. “Hidden fees” ridiculous for use of 2 hours moving without 10im in town

Rating:

5.0

Good atención

Rating:

5.0

The emergency brake needed a little attention, the release was coming unfastened, but it worked. Otherwise, all good.

Rating:

5.0

No winter tires. Not cleaned vehicle. Staff was well spoken and helpful but may not prefer u-haul ever. It’s snowing like crazy and ur trucks are dancing like snake on the roads. You don’t care about anyone’s life. Worst experience

Rating:

5.0

Get some new trucks

Rating:

5.0

Very clean nice unit.

Rating:

5.0

Outstanding customer service and all round transaction!!!!

Rating:

4.0

I was told just a day before that the truck I booked wouldn't be available at my selected location. So, I had to travel farther to pick it up.

Rating:

5.0

The rental was on time and the truck functioned perfectly. The gas estimate was a little in Uhauls favour but I can overlook that because the flat rate (excl) mileage was good.

Rating:

5.0

One of the dolly straps was partially torn. Dangerous! They did say they would replace it though.

Rating:

5.0

Great customer service. Friendly staff are helpful and answered all questions I had.

Rating:

5.0

Excellent transaction and site staff.

Rating:

5.0

The staff went above and beyond to help with my questions.

Rating:

5.0

Bryan, GM at this location was great!, helped me pick the moving boxes and storage unit for my purpose. The place is very well kept and clean. It was a pleasure renting at U-Haul, always my first choice. Carlie

Rating:

3.0

N/a

Rating:

5.0

Direct drive up access no stairs. Easy simple to setup and very friendly and knowledgeable staff.

Rating:

5.0

Excellent staff and all round transaction!!!

Rating:

3.0

Truck needed maintenance as it did not run smoothly

Rating:

5.0

Easy drop off location & process to do so

Rating:

5.0

Great experience, easy to access the unit and it was clean and secure. Would have been awesome if there was the ability to access the unit 24/hrs a day. Would definitely use again and recommend.

Rating:

3.0

Account was paid in full and up to date. Went to grab some things and they had one of there locks on my unit. so had to get them to remove it. I realize that mistakes happen but I had to come back as they weren't open at that time inconvient to me.

Rating:

5.0

Outstanding customer service and equipment!!

Rating:

5.0

I like your service

Rating:

5.0

Just keep doing what your doing.

Rating:

5.0

Everything went perfect. Is nice to find reliable and professional staff, always willing to help

Rating:

3.0

Need to make sure when booking a truck for one way destination that customers needs more time to find an option when you don't have proper size need for job. Did not have 26 ft truck so 20ft was only available.

Rating:

5.0

I was very pleased with U-Haul.

Rating:

5.0

I did not catch his name but yesterday (Aug 2/24) a very helpful guy helped me out with an issue with a payment. Friendly, knowledgeable and efficient!

Rating:

5.0

Efficient service, was able to complete process via mobile app, lock was waiting in storage unit as promised.

Rating:

5.0

:)

Rating:

4.0

Staff is always nice and polite they help with what ever they can. I have always used U-Haul when I need a truck or a storage spot. Definitely recommend.

Rating:

1.0

Worst experience as a customer ever

Rating:

5.0

The 8x10 unit had no lighting in the unit and the light from the hallway wasn’t sufficient to see well when loadin and unloading. Other than that the experience was excellent

Rating:

1.0

Unfortunately, the right questions are not asked in this rating. Upon wanting to move the payment date a whopping four days and providing advance notice of the payment date change, I was advised it couldn't be done until payment was made and would be "prorated" for these four days. I attended at the U-Haul office to make that promised payment four days later and a lock had already been placed on MY unit. I would think that if I didn't come into the office when I had initially stated, then a lock would be put on my unit at that point however, this is not the case. I am also absolutely disgusted that U-Haul just arbitrarily takes money from my debit card BEFORE advising me they were doing so for the "prorated" fees to move a payment an entire FOUR DAYS. Just nasty how customers are treated. I will NEVER use this company again and won't EVER recommend U-Haul storage to anyone.

Rating:

5.0

Thank you!

Rating:

5.0

My only issue is the cost of a storage unit. It's getting quite expensive. I've rented from Uhaul fir about 10 years.

Rating:

5.0

Mice came home in the couch so now buying traps. Otherwise a very smooth experience.

Rating:

5.0

The only thing that was disappointing was there were no bigger units left!☹️

Rating:

5.0

Expect and safe experience

Rating:

4.0

The check in and check out machine should be raised. Another foot, so you can see it from a truck cosmos. People pulling in have a truck

Rating:

4.0

There was no lock in the unit as was promised. we had to go ask for one, not a big deal. The unit could’ve used a good sweeping before we moved in. Location is easy to access.

Rating:

1.0

Laneway access was always blocked. Someone definitely entered our shed without our permission. Businesses were being operated out of some of the storage units, made things sometimes congested. No working light.

Rating:

5.0

Great job keep going great customer service

Rating:

5.0

Thanks for helping me during my move out of tiwn

Rating:

4.0

The only complaint is that trucks were almost always parked in the lane where my unit was, causing me to have to back down the lane instead of drive straight in. This was inconvenient, but other than that, it was a good experience.

Rating:

5.0

Nice Convenient facility with friendly staff

Rating:

4.0

I hope the moving out and closing of unit process will be just as easy as moving in process

Rating:

5.0

Amazing

Rating:

4.0

Billing’s issues over the 6 years were a pain and a headache for a couple years. Auto pay should have been no problem.

Rating:

3.0

It was hard to get stuff out because we did it over time and there was a trailer near our unit that they wouldn’t move or get the other customer to move and we couldn’t drive our vehicle right up to our door. The staff were notified about it and they did nothing about it. Your staff also don’t know how to did trucks or let customers drive out before they pull trucks in.

Rating:

5.0

Great location and excellent staff. Can’t say enough about my experience with them. Top Notch!!

Rating:

5.0

Brian and all of his staff were very helpful.

Rating:

5.0

Brian was very helpful even when he was extremely busy. Great guy!

Rating:

5.0

Thanks for everything.

Rating:

5.0

Thank you very much!

Rating:

4.0

Owners parked in front of our unit and left for the day. We were on a time schedule and this was really inconvenient. Storage unit was near garbage dumpster. Often full of pallets and nails on ground. But it was a convenient area and the workers we met were good.

Rating:

5.0

Very helpful staff.

Rating:

2.0

The staff was very friendly and helpful. However, it was impossible to access my unit when another customer blocked the access with her car, and left the car unattended.

Rating:

5.0

Excellent store :)

Rating:

5.0

First experience was just great and everything went well. Great staff and very helpful. Thank you.

Rating:

5.0

I got to meet Brian from the Colby Rd location. WHAT A JOY HE IS!! I was blown away at how calm cool and collected he was dispute being short handed on a busy afternoon. He was kind, informative, and so funny. I recommend that you do everything to keep him around. We need more Brian’s in the world who work hard and are a light to those around them. I was having such a stressful day and I just can’t say enough about how kind he was. Thank you thank you thank you!! (If you could pass on this message- it would be appreciated. I told him how much I appreciated him, but I hope he gets to hear it again.)

Rating:

5.0

Had some issues but the staff were amazing and got everything worked out for us. Brian who is the manager at u-haul on Colby dr in Waterloo was phenomenal highly recommend. Thank you.

Rating:

5.0

Only one issue. The door stop is broken so a huge chunky door stop is used as a solution. It’s so big that it make it difficult to wheel my dolly with my items through the door because the stop is so big

Rating:

5.0

Excellent service. The staff was super helpful.

Rating:

5.0

10/10, AJ was fabulous, pleasant and knowledgeable.

Rating:

2.0

-Unable to see in my unit after dark -row of unit was always blocked with returned trucks- therefore access was mostly hampered. -Door to unit was 'sticky' and when door was all the way to bottom it didn't latch. space had to be left at bottom for latch to slide. -on one occasion was unable to check out properly at one of card swipe units.

Rating:

5.0

Great experience, all staff were extremely helpful.

Rating:

4.0

Could not check in with my issued 'Access Card', while swiping at some of the card readers. Later at one point towards the end of the period, the access card denied access for me, which was then fixed by the office staff. Overall the facility was clean and organized.

Rating:

5.0

Great Customer service only improvement U haul needs a$$ new Terminals for Visa Debt Nothing But head aches for Customers as well as Staff

Rating:

5.0

A little more expensive than what I have paid previously but very professional and clean. Friendly and professional staff. Would definitely recommend

Rating:

4.0

Victoria was patient and her assistance with check in was much appreciated

Rating:

5.0

excellent, the staff were helpful and friendly!

Rating:

5.0

Victoria was great to deal with. Polite and professional.

Rating:

5.0

Thank you very much for the wonderful place to store my things in the interim. Made life convenient in the midst of moving and I highly recommend if someone needs a secure place to store belongings with a friendly knowledgeable staff, Waterloo U-Haul is the place to go. Thanks again and it's been a pleasure!

Rating:

4.0

Lights didn’t work in our unit and the storage was authorized (when I first came to use it, I swiped a card and saw a success message, didn’t read it really (my bad) and it was something something singed out, so when I opened the unit alarm went off)

Rating:

5.0

It suits my needs at a good price

Rating:

5.0

Wonderful and easy experience

Rating:

1.0

FIrstly, i would like to bring to the attention about an insurance claim i have been trying to file due to half of my things being ruined due to water damage from this location. The manager at this location had told me to move my damaged belongings into another unit which she has told me unit 019 would be mine to use along with a free month. I had double checked with her when she had told me this that BOTH the units I would be able to access with my swipe card and my name as it was already would be the only authorized name on MY account and I could use it till the insurance claim was finished or until I took pictures of the items to send the rep west lady. This unit (019) is a couple units down from the original unit (021). A couple days later after moving all my belongings there it had come to my attention that the second unit(019) had been changed out of my name by someone who had told me that not only did the manager allow them to do this without my consent being as my name was the ONLY authorized name on my storage unit but that the MANAGER herself had also given them bolt cutters AND accompanied them into cutting MY lock off my original unit and another lock I had just purchased from them the day prior to put on unit 019 and that the manager was also inside my unit looking around for several minutes with them after my lock and unit had been broken into. Not only were just my units broken into but my personal items and sentimental things had been stolen, and this facility had allowed the alarms going off for DAYS, I was not contacted once that my units were even opened. I am LOST for words that a brandname like uhaul that upholds a title that EVERYONE knows and would consider the BEST storage and moving companies, would allow such behaviour and Considering The only double security swipe card was in my possession. No text, no email, nobody even phoned. I picked U-Haul for a storage facility because of the ratings but clearly I should have never chose uhaul because everything that has happened to me during my experience at this location due to lack of professionalism from the employees and the ILLEGAL activity from the manager, not only did they breach my contract on NUMBEROUS occassions, but Myself and my girlfriend were threatened and spoke to on an extremely unprofessional level every occasion after this main event. When I had finally called the location in a furious mess the manager had told me she would switch both units back into my name and that she was so sorry that she was tricked or confused as to why she would allow someone without my consent to put my unit in their name (at the time it wasn’t to my knowledge of her giving that person the bolt cutters and helping them break in) she had told me she would put a lock on both my units until I came back to put my own on. For several days after this phone call, more of my items had been removed, broken and gone through and still no locked was placed on either unit and still to this day, the second unit has not been switched back into my name and I have not gotten all my belongings back or even heard a word from this manager since that original conversation with her about this only a note that was TAPED to my ORIGINAL unit for EVICTION and nothing on 019. Since this original break in, the uhaul employees have allowed someone else to access my unit and open it several times without my consent. I have called in and spoken to people several times about this incident, and was given false promises and brushed off and told that someone would contact me back. If someone of a Higher level cannot contact me back then I will be taking further action to contact someone myself. My email address is: Melaniiietaylor1995@gmail.com And my home phone number is: 905-875-8062 I look forward to hearing back from someone. Sincerely, M. Taylor (Units 21 & 19)

Rating:

5.0

Staff was very friendly and helpful. Nice location.

Rating:

2.0

10 x 15' storage was priced but only 10 x 14' storage was available in that location. Price was not reflected according to the smaller size and fixtures created to fit just under 15' of length would not fit in storage. False advertising there. Door had rusted out holes at bottom, door lift was so tight the door needs to be forced, and would not lock. Attendant drilled a third lock hole and bent the metal larger so the unfastened locking mechanism (rivets all rusted off) would actually lock with difficulty. First unit offered was refused, as it was full of the previous renter's fixtures and racking and wouldn't fit our items around it.

Rating:

5.0

Keep up the good work. The establishment is kept very clean and staff is helpful. Thanks for servicing me and my needs. Regards, Donna Oakes

Rating:

3.0

Didn't like the fact that I had to pay for the whole month at the end when I needed it from March 1,2022 to March 5, 2022.

Rating:

5.0

The facility and staff were fine, but I had reserved a storage room of a certain size only to be told when showing up that it was unavailable (broken door) and no other storage areas of that size were available. If I had been told in advance, I could have looked at other options, but with no notice, I now have a storage too small for my needs and no time to do anything about it. Since it had been reserved a week or more in advance, a heads up would have been appreciated.

Rating:

5.0

Thanks for “being there”! Sometimes life gives us lemons. U-Haul was able to give us what we needed to make the most of a challenging situation. Thank you for your services. Staff was always helpful.

Rating:

5.0

The staff and manager were incredibly helpful and went above and beyond to make it a good experience— much more than I would have expected from a storage facility. Prompt help and guidance and upfront with deals. Very pleased. Would definitely use again!

Rating:

1.0

terrible service. alarm went off every time I opened my door and owners never fixed it. also good luck trying to contact anyone

Rating:

5.0

Ethan was so helpful and professional and very informative. Great guy!

Rating:

5.0

All the staff treated myself Outstanding over the past Two years The washroom as the facility is Spotless like it should be Keep up the outstanding Customer Service It has been a pleasure to work with them All The General Manager forget his name as on a Late Payment Fee was waived for my sister who's Locker it was in my name was waived as she Past away Very smart of himself as I did NOT want to argue over a deceased person Thanks again everything is Positive Dave Krysko

Rating:

5.0

the staff where very helpful and nice even though I set the alarms of even after they showed me what to do.

Rating:

4.0

Booked heated and received confirmation but was not available. Why was my confirmation sent when what I booked was not available

Rating:

4.0

Rented n be both a truck and a storage unit. Went to pick up the truck and pay for everything and the computers were frozen, app would not load on my iPhone, website crashed…. Staff were EXCELLENT and courteous throughout. It’s not their fault. In the end, our time could have been better spent. It was a long and busy day; we didn’t have time to waste! I had to return in the afternoon to finish the storage unit transaction - more time we could have used loading the truck. Truck was great, storage unit fine and staff did their very best.

Rating:

4.0

Needs a light within the storage unit, not just in the corridor. It should be on a motion sensor to avoid being left on inadvertently.

Rating:

5.0

I have very good experience from Waterloo Uhaul on northfield specia they worker! Very nice customer service . I like it

Rating:

5.0

Everything was easy, from booking a vehicle and storage unit, to checking in and checking out. Staff was always friendly and helpful, and I’d definitely recommend this U-Haul location.

Rating:

4.0

I could never get through on the phone no matter how much I called - tried to go in but always a line up - great for business but caused me an extra month of billing No one at head office would help until the 4th - out of there on Oct 29 - no one returned my calls

Rating:

5.0

Great service from staff.

Rating:

5.0

Staff member was very helpful when I had trouble with how to use the lock. Great service.

Rating:

2.0

Rented 5'x10' unit August 1/.21. Told them it would be for 1-2 months tops. August 31/21 @ app. 10:30-11:00am a arrived at the desk after clearing out the unit. Guy was on the phone as I told them it's cleaned (left the unit door open). Rent had been paid in full. Since then I have received e-mails & letters saying I haven't paid for September!!! Unit was empty for ONE whole month! Did no one think to check it????? Incompetance!!!!!!1

Rating:

4.0

I was told that there would be a free lock in my storage locker. It wasn't there and I had to wait about 15 minutes to get someone to help me with the problem. Otherwise all was good. Smooth and easy.

Rating:

5.0

Very convenient and easy

Rating:

1.0

Would have been higher but there were two major issues. 1. Uhaul doesn’t prorate you fee if you leave part way through the month. Access Storage does and for that reason, I will be using them from now on! 2. Rent a 26 foot truck. When I went to pick it up, it wasn’t there! Even though I was told one was waiting for me! Very poor service!!!! U-Haul is falling behind!

Rating:

5.0

staff are excellent and very accommodating. I would use this storage unit again and I would highly recommend it. Good work!

Rating:

4.0

I would have given an Excellent but the CENTRAL telephone contact center was horrible .

Rating:

3.0

The online reservation system does not work and your storage database is in accurate. It took 1 hr for me to finally get a unit, after I believed I had one reserved. The staff was great, the system does not work.

Rating:

5.0

Very dissatisfied with having to pay the full month's rent for 3 days use. Should be prorated.

Rating:

5.0

The only semi-issue we had was due to the lack of parking spaces when visiting the front office.

Rating:

5.0

Amazing service!

Rating:

3.0

When I rented the storage locker, I was told it was MANDATORY to provide not 1 phone number, nor 2, but 3 different phone numbers...when I said I only have one phone, they flat out said there was nothing they could do, if I didn't have another 2 numbers I couldn't rent the locker...found that odd. Sounds like a flawed program or something. Other than that, they were helpful.

Rating:

5.0

We had a issue with access hours as our card denied is access at midnight so we couldn't complete our move however the manager took care of us and allowed us some more time with the equipment. Totally appreciated and outstanding customer service.

Rating:

3.0

It is poor in the way you have to go in and pay . I lived out of town and had to drive 2 hours each way to pay. Should be able to pay online

Rating:

4.0

The experience is as good as you make it. If you stay on top of what you are responsible for the experience is great. Ethan the Manager there does a lot of work behind the scenes to make things smooth. Had stuff there for 4 months and it helped with the move !

Rating:

5.0

Ethan Kennedy and his staff are the best . Overall this facility has not just equality in all aspects of service it has diversity of ethnicity , they have clean eashrokmsalways stocked with supplies for your needs . The trucks and trailers and especially very clean no eater deg or anything. I can say anything more than Ethan is a amazing manager and his staff are excellent they show they are treated well and are kind and courteous not only to the customers but I see it in each other this goes for the manager who always seems to work well with his team. This facility I would highly recommend to anyone . Excellent on all levels of professionalism and customer relationships. Cleanliness and always has vehicles ready to go . I think all facilities should, See how Ethan runs and manages his free and I think all facilities that I have seen some bad ones nightmares. They should have a tour of this one . I will miss it a lot . Thank you Ethan and staff my time you made wonderful. . Angela Jeffrey

Rating:

5.0

The customer service given by the staff was simply stellar. They were friendly informative knowledgeable and very helpful. It’s rare to have the kind of great service that I was provided. Treat these staff well you have some great ones there

Rating:

5.0

Kind staff and a great storage space! Thanks for being a reputable establishment! Climate controlled unit was perfect! I’m extremely glad that I went with U-Haul. Thanks Ethan for your professional service!!!

Rating:

4.0

only beef ill trained staff when i got there lots of errors and never got my free month and was there for 8 months promotions should be communicated and ensure client gets it when you market it

Rating:

4.0

Initially was offered a month free storage with the one way moving truck rental, but it was withdrawn after the rental.

Rating:

1.0

I reserved my storage unit months ahead of time. Only to find out when I arrived that they did not have my unit available or any other units available for that matter. I was eventually given a dirty unclean unit that they had to rush and empty. I have no confidence this unit will keep pests out of my belongings. I used this location before and was expecting similar good service as I had the previous year. This location went from hero to zero. I am extremely disappointed and dissatisfied. I did not receive the service that I contracted for.

Rating:

5.0

My experience at U-Haul exceeded my expectations. I was particularly impressed with Bryan Peterson, the service representative who helped me. He was knowledgable, efficient, and personable.

Rating:

5.0

I know I’m going to get this wrong. Tizeez? Helped me while i was consolidating my units by moving everything from 057 to 168 on April 4. He was extremely helpful, friendly and courteous. Your other employee (I didn’t get his name) always made sure I was being looked after and was also extremely helpful and courteous. They both gave me excellent service and I was very, very satisfied.

Rating:

4.0

We have not moved in yet.....only rented unit so far. We will move items in in the several weeks. Bryce and Ethan were great!

Rating:

2.0

I reserved two storage rooms at Waterloo , Ontario branch. I was given two locks plus two sets of key for each lock. rent started 13th August lasted till 31ar of January 2021. paid 188.74 + 126.59 total 315.33 Cn Dollars per month which would be automatically billed to my Credit card on the 13th of each month. (paid till 12 Feb meaning I was charged 122.06 dollars extra) Having said that on last day that I wanted to move my belogings one of the locks was not working, meaning the keys I was given was not working on one of the keys. After being kept in cold for long time. I made them break the lock so that I can remove my items for which I had paid 1576.65 dollars to be kept in a self storage unite with pile of snow in front of the doors make it impossible to do anything. They broke the lock and charged us around 50 dollars ???? I have not had a chance to go and meet with Ethan the manager who was always responsive and accommodating (he was not there at time). However before its too late since you asked for my feedback I am writing this for your record and I will get back to you to claim the extra cost and inconvenience we had to endure on the day we were moving out. Another issue was that there was a very young boy working there who was racing the lot going just wandering around the lot very fast , so that we had to stop him before some one got hurt. I am expecting someone to contact me via email and explain what is going on.

Rating:

2.0

Even though the actual unit was all fine, check-in fine, check-out with our truck was great - the people there at the time were all incredibly helpful, this was definitely a below average experience overall. We came on a day when it snowed a lot and the entire property hadn't been plowed at all - and this was at noon, it wasn't early in the morning or anything. We came back with the truck around 2 PM and it still hadn't been plowed, nor had our truck been brushed off before it was provided to us. This all seemed incredibly dangerous - again not complaining against anyone in particular or anything like that, and obviously we'll still use U-Haul, I'm just hoping someone will read this and consider re-thinking your policies. Trucks should be brushed off properly BEFORE you hand them off to customers. They shouldn't have to ask for snowbrushes and indicate which areas need to be brushed off (which is all of it). This is literally the law, and people who drive much larger trucks do this all the time - it's really unsafe that this isn't standard policy And then if you aren't going to plow, you need to at least shovel the entrance way and pull trucks up to it. Our truck was stuck at the entrance way and wasn't shoveled out properly - we wasted over an hour being stuck leaving and coming back that day, it was incredibly frustrating. Thanks for your consideration!

Rating:

5.0

The staff members working on Monday morning were extremely helpful and went the extra mile to help out a customer. Exceeded all expectations!

Rating:

3.0

We moved out in November. I went in personally to let the staff know that the unit was empty. I waited while he went to the unit to confirm that it was empty and clean. He was very pleasant and said thank you, and that I had to remove the lock and take it home. Since then I have received emails and phone call saying I owe more rent. So I am assuming I moved out but nobody recorded as such on my record. The situation seems resolved....I have moved out and I have an email saying that I owe nothing.

Rating:

3.0

Didn’t have the original storage unit that I booked online. Gave me a much smaller unit with zero compensation or apology.

Rating:

5.0

All staff were professional and helpful.

Rating:

3.0

Need to be able to add a spouse that lives in same household for a contact on the online form.

Rating:

5.0

Thanks you for the continued service, with what was provided on Nov. 7th when I was pro-active to advising when I was removing all the contents from the storage unit, then received another e-mail prior to the 13th. with a different message. The gentleman who looked after the truck rental and finalizing the paperwork was great.. Look forward to doing further business.

Rating:

2.0

The check in process was really confusing and took over 40 minutes (the wait time to be served was quick, but it took over 40 minutes for me to get checked in once it was my turn). I had already reserved the type of unit I wanted online, but I still had to explain what type I wanted and answer all the questions again that I had already answered online. I thought the free month of storage that I qualified for would be tied to my account and that the staff would see that when checking me in, but I realized I had to inform them about the free month. That part’s not a fault of the staff, it’s just odd that the free month, and all the info I had entered when reserving my unit, wasn’t associated with my account when checking in. When reserving and researching online, I had read that you can make monthly payments online, but when I checked in I was told that the only ways to pay were automatic credit card payment or to come into the office to pay. Afterwords, I was able to confirm by logging into my account that I can indeed pay online monthly myself, which is great as that’s how I wanted to pay, but I was surprised that this wasn’t mentioned as an option when checking in. I understand that one staff member was new and still learning, and that it was a busy day, but even so it felt like I had to lead the check in process and remind the staff of what was needed (ie. that they would need to show me where the unit is and how to access it, picking up the lock I had purchased, etc.), based on my knowledge of having checked into a storage unit before. It was unclear when the sign up process was finished and whether I and UHaul had everything we needed in terms of documents, but I got my unit and when I checked my account online I can see the unit in my account so we must have got it all set up. The unit was not as clean as I was expecting, it had some dirt and what looked like white pillow stuffing/fluff from the last renter. A quick vacuum or sweeping prior to a new renter would go a long way. It would also be really helpful if there was a light in the unit to make it easier to see when moving in. Overall it was a confusing, long, and stressful check in process, but I eventually got access to my unit, and it was the size and type that I had reserved online.

Rating:

3.0

The only thing that was frustrating was the door bolt. It was super difficult to align properly and lock .

Rating:

5.0

Very satisfied.

Rating:

3.0

Not enough staff working. I waited 30 minutes in line with only two people ahead of me. Some lights were out in the hallway ware my locker was. It was extremely difficult to see.

Rating:

4.0

No problem except wish outside of door was more secure.

Rating:

4.0

Ideally a light in the storage room would be helpful for old eyes like mine

Rating:

5.0

I found the process to be very well explained and easy to use. Thank you

Rating:

2.0

There was an issue where I needed to change my lock bc the key was stolen and I asked the uhaul employees if they could help. that I have no problem identifying myself that I am in fact the one who rents the unit. They said no and I had to pay over 100 dollars for a locksmith. For then later me to find out the employee at the fron desk was wrong and You do in fact help in this case with identification and signature. Thats relaly really bad.... The other issue is I keep getting letters and emails saying that I owe for the next month when in fact I have moved out of my unit last month. It seems like your system is really behind and this causes alot of uneeded stress. I called uhaul before more letters came for them to confirm there is not outstanding payment. why i am still getting a notice even sent to my emergency contact is super embarrassing and unprofessional.

Rating:

5.0

Your entire team has been very helpful over the past 6-7 years! Thank you everyone:)

Rating:

5.0

My experience was greatly increased by the care of staff member Sydney Hutchison. She went above and beyond to ensure that I was well taken care of and was very knowledgeable and provided what I believe was beyond excellent customer service. She was very friendly to not only myself, but also to my wife and sister inlaw when they entered the main office to retrieve cold water for all those that were helping us to unload the truck into storage. It is staff such a Sydney that help make companies what they are. She is what made my experience what it was and why I have selected the highest rating I could. I would completely recommend this facility to all who asked.

Rating:

5.0

I was pleased to receive a climate controlled unit and bigger than originally expected. My furniture just fit and the climate control will help preserve my furniture. Thanks 🙏

Rating:

2.0

I was charged for another month after moving out of the unit two days early and they refused to give me a refund. Will no longer use uhaul.

Rating:

5.0

I had a fantastic experience with renting a storage locker last minute due to my university residence shutting down as a result of COVID-19. I was able to easily book it online 2 days before, and the day before I received a call to get everything set up in advance. That made check-in a breeze on the day of, and I was given a month free to help out with my unexpected moving expenses. Thank you!

Rating:

4.0

I rented a room for 29 months. During this time I drove to the facility and gave them a cheque before due date and either received a receipt then or email later. On two occasions I later received a late notice in the mail which I was chocked up about and would have to make a phone call to have it Cleared up. In summing up- It worked well for me.

Rating:

5.0

All the staff at this location were helpful, knowledgeable, very polite and patient. Will be back and highly recommend.

Rating:

5.0

Staff is amazing, i was late on payments a few times and staff never once gave me attitude. They also went above and beyond when there was a problem with my lock. Great staff would definitely recommen

Rating:

5.0

Helpful, knowledgeable, polite and patient. It’s great to see the same warm people l’ve been dealing with over the years.

Rating:

5.0

Satisfied

Rating:

4.0

The staff was very helpful

Rating:

5.0

Excellent. Also rented a moving truck which was available when requested and the cost was great

Rating:

4.0

There is no light in the storage. Staff is friendly

Rating:

4.0

No comment

Rating:

5.0

It was above excellent by both stores. GARSON ON. and Waterloo locations

Rating:

4.0

The staff was very helpful. One girl gave me a boost when my batterie died. The only thing that would make it better is if there were gates to make the facility more secure.

Rating:

5.0

The staff was always ready and willing to help. They were friendly.

Rating:

4.0

Web site could use some work. Little unclear as to last payment and when next payment is due. I was charges late fees because it said I had Zero balance owing until the day it was due.

Rating:

5.0

Unit was very handy but light inside unit didnt work and when we reported it at the on set, no one wanted to fix it but there was a light right outside the unit so we weren't totally in the dark.

Rating:

5.0

All the staff were very helpful and made my move very smooth. The facility was clean and gave me lots of room to store my belongings.

Rating:

4.0

Staff was helpful. Wish the door of my locker sealed to the floor. Should add some extra rubber to the bottom of the doors so that the locker is fully sealed..

Rating:

1.0

We used one of your trucks to move our home into storage. The truck got stuck for 2 days ZERO help from your people. While unpacking our things we found rat droppings in our things! Never again!!!

Rating:

4.0

NA

Rating:

5.0

It was an overall great experience.

Rating:

5.0

We used an outdoor 10x15 storage room for the contents of our home for a month. There was a lot of rain over that period. All our belongings kept dry and there was no damage.

Rating:

5.0

Perfect!!

Rating:

5.0

Should have got some rebate because I moved everything out a week early, but nothing was even mentioned, other than that service was good and convenient. RG

Rating:

5.0

The Waterloo Uhaul Storage on Colby Dr has been phenomenal. So accommodating, very well maintained premises and the Staff has been nothing short of exceptional and understanding. Thank you All so much

Rating:

3.0

Services were as per my expectations for an unheated exterior unit. The only issue not being able to rent a unit the size I required, having to go up to a larger more costly unit for the 6 months.

Rating:

5.0

thanks

Rating:

5.0

The prices are a little high

Rating:

4.0

Dealing with the local office was fine. We got 'late' correspondence from the head office and had to contact the local office twice to get the misunderstanding between the two offices sorted out.

Rating:

5.0

Representative was polite, went out of his way to help me figure out which locker worked best for me

Rating:

5.0

great service

Rating:

1.0

How you do not pro rate is beyond me. What a Rip off. Manager at my location was rude, thankfully a few of her staff tried to be helpful and polite. Also my door came off the hinges and fell twice.

Rating:

5.0

Very very very helpful! Very very very good! Very very very safe! Very very very happy!

Rating:

4.0

I found it convenient to access and close to our home.

Rating:

4.0

Before we moved, from Peterborough, our stuff into storage , this office was very helpful on the phone.

Rating:

5.0

More than willing to accommodate for anything and everything. Best experience with UHaul yet - considering my pick up location should be rated less than poor, and customer service via phone was worse.

Rating:

5.0

Great job! Very friendly and helpful.

Rating:

5.0

The facilities and personnel at this location have surpassed my expectations every time. I'd recommend without hesitation.

Rating:

5.0

excellent service! the lady at the desk was a jewel!!

Rating:

5.0

I rented a trailer. It was in good shape and did the job. The 2 people helping me were VERY friendly and efficient. I’ll defiantly be back. Thanks

Rating:

2.0

Cleaned out unit because of the way we were treated by an employee.

Rating:

5.0

We have used Uhaul for years and found there service and facilities excellent

Rating:

4.0

Great location. Would use this place again in a moment.

Rating:

2.0

According to Uhaul, I was entitled to 1 month free storage at my destination. When I got there, they made me pay for one month storage. Only needed it for a few days.

Rating:

5.0

Easy access when booking and picking up keys. Staff very helpful.

Rating:

4.0

Good service

Rating:

5.0

Over the 3 years I have rented vehicles from this location 3 times and had a locker twice, and the people working here are fantastic. They are efficient, courteous, knowledgeable and professional.

Rating:

3.0

Should offer the opportunity to pay per day up to 5 days after monthly renewal is due. I was moving July 1st, and had to pay June 25th... For a whole month. Not cool.

Rating:

4.0

Your staff was very friendly and helpful

Rating:

5.0

I wish to praise Sherry Grundstrom, the manager of U-Haul Waterloo, for her empathy in handling my move in. I was over my head in moving my boxes with the rental truck to the facility. It was backbreaking work doing it alone, the first time I had ever done such a move. I severely underestimated the time it would take and ended up unconscionably late in handing in the truck - several hours in fact. It was not lost on me that the penalties incurred from the late fees alone would amount to hundreds of dollars, dwarfing the original rental cost, which for a student represented a severe burden. I profusely apologized to Sherry, and explained my situation, and Sherry was very understanding and did the unexpected - completely canceling the late fees incurred! I was much relieved and grateful for Sherry's empathy. I recommend U-Haul to all my friends for moving and storage. Great people!