Very convenient and easyRob I. | Online Move In
Customer Reviews for U-Haul Moving & Storage of Waterloo
Waterloo, ON N2V1A1
(King St N & Northfield Dr)
Services at this Location:
- Mon-Thur: 7 am - 7 pm
- Fri: 7 am - 8 pm
- Sat: 7 am - 7 pm
- Sun: 9 am - 5 pm
- Free towing inspection
- 24 hour customer return
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
The van I had was quite clean, except that the interior of the windows, especially the front, could have been much cleaner.GARY H.
Top notch service.Julie W.
Customer did not leave a comment.Rhonda B. | Overall Experience
I booked a 26 ft truck for a one way move and got a 20 ft that I had to go elsewhere to pick up. This added to an already anxious time as moving is so stressful. This "not getting what you booked" has happened 3 times in 4 months to my family. Would other businesses gets away with this? If, when ordering clothes, I ordered a pair of pants and got a coat, that company would go out of business. You should get what you booked, period!! I am so unsatisfied that the rating should not be poor but appalled or furious. I will never recommend Uhaul to anyone.SHERYLA M.
I was in a hurry to rent a trailer for moving equipment. The staff was very responsive, worked their way through the booking process on the computer and had a trailer hooked up to my SUV in 20 minutes. Well done.wendel G.
The best U-haul location I have ever rented from.GREGORYK W.
Customer did not leave a comment.Patsy M.
The fuel gauge in the vehicle is far less precise than the fuel gauge on the contract. As a result, I followed the instructions for refuelling, but still got a fuel surcharge. This is extremely frustrating and ruined what would have otherwise been a great experience.CONNOR M.
Customer did not leave a comment.RICKYVANN K.
Customer did not leave a comment.SHELDON G.
CLERK WAS GREAT, ATTENTIVE EAGER TO MEET OUR REQUESTSJAMESL B.
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!Brian H. | Overall Experience
Remind customers at time of pick up to come back to office for prebooked supplies.MICHAEL F.
there are something a bad smell inside in the front of vehicles,.MANUEL T.
I was an hour late and was dinged a full day which I felt was excessive and disappointing. However, the overall experience was good with a good, knowledgeable staffJOSEPHM J.
After a very stressful morning due to uhaul and scheduling - the 2 gentleman working at this location went above and beyond - we are great full for them !Andrew C.
staff are excellent and very accommodating. I would use this storage unit again and I would highly recommend it. Good work!sherry b. | Overall Experience
I rented a cargo van twice in one week (Aug. 26 and Sept. 1). Both times there was a long line-up and only one agent. On Aug. 26 the agent was not wearing a face mask and I had to request that he put one on when he came to my side of the plexiglass to hand me the key. On Sept. 1 the agent (a different person) left the office in the middle of serving me and said he'd be back in a minute. He was gone about 5 minutes. On both dates the furniture pads that I booked on-line were not available. This left us with no way to protect our furniture. Not impressed.LAURIE R.
Brian was fantastic ! Thanks for all your helpKEVIN SCOTT M.
Friendly staff and efficient service.TIMOTHY A.
Customer did not leave a comment.Joseph G.
Customer did not leave a comment.Adeilah D.
I would have given an Excellent but the CENTRAL telephone contact center was horrible .Harold G. | Overall Experience
Well organized, nice and helpfully personnel, amazing service. I am really happy with this location of U Haul and I will be back any time I need to rent a truck. Thanks Colby U Haul.IOAN H.
Customer did not leave a comment.carlo F.
Customer did not leave a comment.Gregory N.
There was less staff to help at the service desk. So it was taking longer time than usual. I had to wait for 40 minutes to return my keys. In future during busy days, please keep more staff.PANKAJ T.
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.Ingrid R. | First Impressions
Excellent experience from start to finish. Thank you!!Kristine R.
Very dissatisfied with having to pay the full month's rent for 3 days use. Should be prorated.Cynthia J. | Overall Experience
Always under staffed.JASON G.
It was a very good experience. Everything went smoothly.Rick G.
Customer did not leave a comment.IANSTUART B.
Customer did not leave a comment.Nancy L.
Do not use UhaulRICHARDE M.
Customer did not leave a comment.Ashley M.
Hire more staff to deal with the huge volumes of customers. It is unpleasant for the employees and customers when we have to wait an hour to get the truck.ARUN J.
The staff member I dealt with was friendly and efficient. Unfortunately he was the only staff at the counter and had a demanding customer which led to a very long line and backlog of check ins. Need more staff on the 1st, especially in a University town. Everything else was great!Debbie K.
Backup camerasDavid F.
The only semi-issue we had was due to the lack of parking spaces when visiting the front office.Erica W. | Overall Experience
Bryce, the man at the counter was fantastic and made picking up the truck easy and pleasant!MIGUELR M.
Customer did not leave a comment.SAMUELANDREW S.
Truck leaked in rain. Ruined my contents. No call back from location when asked. Tire on front of truck was worn / poor alignment. Understaffed. Overall not great experienceJASON G.
Customer did not leave a comment.LEO B.
Customer did not leave a comment.MUHAMMADMASOOD S.
Very positive experience.PINSARATHARUKA K.
Very friendly and courteous staff.Autumn T.
Customer did not leave a comment.Tammie B. | Overall Experience
Customer did not leave a comment.Shashank S.
Customer did not leave a comment.MOHAMED E.
I wanted a truck for two days, but I didn't know that U-Haul has only approved the first day. So I let a staff member know about that and he did his best to solve my issue. I forgot to ask his name but I'd like to thank him. Nice job man!SEYED YUSOF G.
Customer did not leave a comment.FIROUZEH F.
Customer did not leave a comment.JEFFREYN B.
It took me a long time to find the vehicle because it was parked in the back lot and I had to ask for help finding it. During this time the pickup process kept starting over from the beginning (when my phone locked maybe), which was frustrating.David D.
Customer did not leave a comment.Reginald D.
Customer did not leave a comment.Farhan H.
All the employees went above and beyond in customer service. I can't say enough about how I was helped and looked after. I wouldn't hesitate to recommend this location. In fact, I already have. Thank you so much guys. Totally appreciated everything you did for me. LorraineLORRAINEJ B.
Customer did not leave a comment.GUILLAUME D.
Customer did not leave a comment.JOSEPHINE M. | Overall Experience
Brian review the connection and reported the connection was below standard, chains were damage and should not have been used. The wiring connection was not not properly and that's the reason why my 4 pin connection was damaged and that he would note these in my customer file and should call customer service.Heather L.
Customer did not leave a comment.Alexandru B.
The truck had a cigarette box and a dirty musk in it but because I was in a hurry I had to leave it there. Not a great experience.SARAN K.
It was great experience today. Bryan helped me alot with all the processing. He made my day. I would love to come back to this place whenever I need moving supplies.NAYEONG L.
Customer did not leave a comment.XINDA L.
Customer did not leave a comment.ALLAINJOSEPHFRED M.
Just stop lying to people about your services. I had a horrible experience today. And don't have item listed on your website which you can't provide to customer. It's really frustrating and embarrassing. Worst customer serviceSINGH S.
Customer did not leave a comment.Nathan G.
Customer did not leave a comment.Debra H. | Overall Experience
Customer did not leave a comment.Reginald D.
Customer did not leave a comment.SHANE T.
Web check in was a challenge with location search taking repeated reboot to function. Different between booking mileage rate and rate at check in was confusing and no explanation provided to explainSteve I.
Great service by the attendant at the Uhaul counter.Israel R.
Super helpful and friendly stuffSHUO H.
Customer did not leave a comment.ray C.
The0 2 young men working there are very great people good costumer service.SEYED H.
Amazing service!Jane D. | First Impressions
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.Rob H. | First Impressions
The young man working at uhaul the day i rented was so professional and friendly. A definite asset to the business. It was a busy day but he got us all dealt with quickly and with a smile. Well done.Stephen P.
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.Randy V. | First Impressions
Customer did not leave a comment.Robin B.
We were very unhappy with our experience with this rental as our original pickup location was cancelled the day before our arranged pickup. We were sent all the way to Mitchell, Ontario to pick up the cube van which was an hours drive only to find out there was no truck there. We were then sent to Colby Drive. It was a terrible and expensive experience for us that caused alot of undo stress. We would NEVER recommend U-Haul to anyoneRONALD M.
Customer did not leave a comment.DARIO P.
Customer did not leave a comment.Chris M.
I have had 2 less than satisfactory experiences at the Guelph Speedvale location. The sad part is.. that is where I live. Thankfully the Waterloo location was Amazing, the employee's were positive, and eager to help, and explained things. Guelph employees seemed frustrated, and told me what I needed to do.. driving to different locations to pickup parts for a trailer hitch installation? They were providing the service, and I was the courier picking up the parts? I was first in line at 9 am to pickup the trailer I had booked.. with 20 people in line behind me she said, you will have to go to another city to pick it up? I was already on a time schedule.. and the extra gas $ I spent to drive to Waterloo and back to North East Guelph to load up.. was nonsense. Thankfully, Waterloo was very understanding of the situation, and gave me 24hrs with the trailer, and charged me the cheaper price.JEFFREY H.
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 onlinelori t. | Overall Experience
Customer did not leave a comment.GORAN K.
Customer did not leave a comment.NATHANIELPETERWI S.
I did not like the drop off experience. It was very easy I did not even have to go inside. But I would have preferred a brief walk through of the vehicle so if any issues arose I would be there to verify. In my instance it was not that bad, but I got charged for fuel even tho I put enough in to bring it up to where it was. I only drove 25 km and added fuel to the van but still got charged and additional $10 which I'm almost certain it had the same amount of fuel as when I got it (7/8). That means it cost me $15 dollars to drive 25 kms. Overall still happy just thought I'd mention that part. Thanks.Steven L.
Customer did not leave a comment.George l. | Overall Experience
You could try lowering your prices of rental vehicles. It's quite expensive to rent, plus gas, and taxes!!!! With the way the economy is at this time your prices are too high. It's discouraging to alot of people with lower incomes as they can barely afford to move as is.ALLISSA-KATHLEEN J.
All was great!DALE M.
Customer did not leave a comment.Craig A.
Service reps were very knowledgeable and efficient.THEODOROS P.
I did not know there was a fee for after service return. I will suggest customers are informed of this when they rent the trucks/vans. If I had known I would have planned to return the truck during open hours.Daniel D.
Just satisfied by the great service! Thanks.KYUNG S.
Customer did not leave a comment.Wilfred M.
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 !BRENDAN O. | Overall Experience
Customer did not leave a comment.Evgeny C.
Customer did not leave a comment.ROBERT M.
Your team is friendly and professionalPAUL D.
Customer did not leave a comment.PAULMARK L.
Customer did not leave a comment.Arash R.
Customer did not leave a comment.CRAIG A.
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 JeffreyAngela J. | Overall Experience
Customer did not leave a comment.Jennie V. | Overall Experience
Thanks for the great customer service.MUHAMMAD N.
Nothing. Everything was just fine.MICHAEL G.
Remind them US licensed vehicles register in miles not km.PHILIPANDREW C.
Customer did not leave a comment.Philip B.
Everyone at uhaul needs to be on the same page, I was told something different by numerous people that work at uhaul. It was a run around with this company and I would not recommend uhaul to anyone. Definitely rent a truck with a different company next timeJUSTIN L.
Excellent customer service, polite, helpful staff.SYED H.
Inspected the trailer and unhooked the trailer. He was friendly and very professional. What a difference from my pick up experience.Shawn F.
Customer did not leave a comment.Craig A. | Overall Experience
Customer did not leave a comment.Shaun B.
Customer did not leave a comment.david h. | Overall Experience
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 therejeff b. | Overall Experience
Customer did not leave a comment.HONGZE G.
Customer did not leave a comment.Cheryl G. | Overall Experience
Can't think of anything...DIETRICH K.
Ethan was amazing to deal with . Informative , friendly . All around great experience. I would deal with him aging and again.CHARITYLYNN H.
Customer did not leave a comment.RONALDA K.
The guys at the front desk are great. Easy to deal with helpful and knowledgeable. All questions were answered and I felt confident in knowing they knew what they were doing.JEFFREY B.
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!!!Carrie-Ann O. | Overall Experience
Customer did not leave a comment.Marcia S. | Overall Experience
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 itpeter g. | Overall Experience
Customer did not leave a comment.TIMOTHY M. | Overall Experience
Initially was offered a month free storage with the one way moving truck rental, but it was withdrawn after the rental.Robert K. | Overall Experience
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.Frank F. | First Impressions
Customer did not leave a comment.Robert K. | First Impressions
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.David M. | First Impressions
Customer did not leave a comment.Emma L. | First Impressions
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.Alison B. | Overall Experience
Customer did not leave a comment.Katarzyna M. | Overall Experience
Customer did not leave a comment.John L. | First Impressions
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!Ruth G. | First Impressions
Customer did not leave a comment.pat z. | First Impressions
Customer did not leave a comment.Jamie-Lee S. | First Impressions
Customer did not leave a comment.Terry A. | Overall Experience
Customer did not leave a comment.willem V. | Overall Experience
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.Parisa B. | Overall Experience
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!Kayleigh F. | Online Move In
The staff members working on Monday morning were extremely helpful and went the extra mile to help out a customer. Exceeded all expectations!Tommy Z. | First Impressions
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.DAVE P. | Overall Experience
Didn’t have the original storage unit that I booked online. Gave me a much smaller unit with zero compensation or apology.Steve K. | Overall Experience
Customer did not leave a comment.Steve K. | Overall Experience
All staff were professional and helpful.Lorreine B. | Overall Experience
Need to be able to add a spouse that lives in same household for a contact on the online form.Kacey S. | Online Move In
Customer did not leave a comment.JAMES S. | Overall Experience
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.DALE M. | Overall Experience
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.Rachel W. | First Impressions
The only thing that was frustrating was the door bolt. It was super difficult to align properly and lock .Jen c. | Overall Experience
Customer did not leave a comment.Marisa S. | Overall Experience
Very satisfied.Brandon B. | Online Move In
Customer did not leave a comment.Shayna G. | Overall Experience
Customer did not leave a comment.Nicole E. | Overall Experience
Customer did not leave a comment.Yiu-Kau L. | Overall Experience
Customer did not leave a comment.Kenneth W. | Overall Experience
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.Chad A. | Overall Experience
I found the process to be very well explained and easy to use. Thank youAndy C. | Online Move In
Customer did not leave a comment.Igor Y. | First Impressions
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.Gordon Sean E. | First Impressions
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 🙏Carrie-Ann O. | First Impressions
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!Nicole E. | First Impressions
The staff was very helpfulClaus R. | First Impressions
Additional Services at this Location
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