Customer Reviews for U-Haul Moving & Storage of Westside

6,360 reviews

11120 154th St   Edmonton, AB T5M3M9

(780) 451-6381

Location Hours

  • Mon-Thur: 7 am - 7 pm
  • Fri: 7 am - 8 pm
  • Sat: 7 am - 7 pm
  • Sun: 9 am - 5 pm

Services at this Location:

Contact Us

(780) 451-6381

11120 154th St
Edmonton, AB T5M3M9

Services at this Location:

Location Hours

  • 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.

Overall Rating:

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Rating:
2.0

A pipe in the ceiling leaked all over our patio cushions and stained them. One of the staff here (short, long brown hair, worked in the evening on October 21) was very rude. She did not have a good customer service attitude, we felt that when we went to the counter we were an annoyance or inconvenience to her. She did not explain things clearly.

Brittany M.  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

Richard E. 
Rating:
4.0

No comment.

Haydee B. 
Rating:
5.0

Customer did not leave a comment.

Glenn G.  |  Overall Experience 
Rating:
3.0

Check in very slow, the girl was spending lots of time chatting with a customer while the line kept getting longer and longer. I understand being friendly to the customer but not while you are pissing off everyone else in line.

Lynette M. 
Rating:
2.0

Staff are not smiling and not friendly.. waiting too long even though no big line ups..sorry to say this but that’s what I observed.

Luciana F.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

AHSAN S. 
Rating:
3.0

First trailer that they tried to give me had no brake lights. Staff were friendly but didn't seem to knowledgeable about the equipment.

Ron S. 
Rating:
5.0

Nothing to improve on. Everyone was helpful and efficient.

Michelle S. 
Rating:
3.0

Well for starters make sure the units are in working order before there picked up and when you claim by going online to get the reservation underway and save time by going in store that this actually happens!! It took me over 45 min to get out the door with my trailer.. Was not impressed!!

Trenton G. 
Rating:
4.0

Customer did not leave a comment.

Todd H. 
Rating:
1.0

Front counter Staff had no idea what they were doing. Painful experience at front counter however the lot guy that took the van back at return did an exceptional job!

Douglas P. 
Rating:
1.0

To much high extra cost.. to much "loop holes for extra hudden costs

. K. 
Rating:
5.0

Awesome and nice equipment.friendly staff.

Eric U. 
Rating:
3.0

Customer did not leave a comment.

Jacqueline M. 
Rating:
5.0

The team works hard and I s very patient with customer's. They are also very considerate.

Michael T. 
Rating:
5.0

I was well looked after and the price of rental was decent, thanks

Dustin W. 
Rating:
4.0

Good service and quick and easy return Thanks

Wallace E. 
Rating:
4.0

I rented a trailer, and was told where to drop it off after hours. But at this location the place I was to return it was blocked by uhaul trucks. I had to back in around the building. Maybe just keep the drop off more accessible. Other wise everything was good.

Nicholas G. 
Rating:
5.0

Arrived at my u-haul location to pick up my rental and they didnt have it.Without hesitation I got a 50$credit and was set up for a pick up at a different location,no problems.

Charles C. 
Rating:
1.0

We dropped off our trailer the same day as we picked up, on Sunday. It was the drop off location that we chose and we had an email to confirm this location. We received a call on Tuesday asking us if we were keeping the trailer for more days. We told them we dropped the trailer off already. They asked if we dropped it off at a different location, they said it was the location we were supposed to leave it at. I told them I dropped it off at the location on my email. I asked if they wanted me to forward the email and pictures we took of it left at the location, they said no. Jump to two days later I get another call from Uhaul asking me where the trailer was. I told them the exact same thing I told the person on Tue. She asked me to forward the email and pictures of the trailer as they could not find the trailer.I waited 3 hours and called back to see if the trailer was found and she said yes. I checked my email and found an invoice from Uhaul charging my credit card for an extra day. I then tried several times to get a hold of the person I sent the pictures to. At one of the times I was on hold for 45 min, another time for 25 min. I called Friday and reached someone right away and explained the situation and was told I would receive a refund. Great! But the whole time talking to her I was under the impression that I was an inconvenience and not once was I told sorry. I spent hours of my time trying to rectify a situation that was not caused by me. I little customer service goes a long was. Do better

Jeremy T. 
Rating:
5.0

Customer did not leave a comment.

ROY G. 
Rating:
4.0

Customer did not leave a comment.

Assia T. 
Rating:
4.0

They were very helpful

Patrick C. 
Rating:
3.0

Please be careful when renting a trailer from haul. In may of 2021 we rented a 6 x 10ft. In Phoenix USA one way to Port Alice BC. Canada. 10 days allowance for travel and return, our price 500.00. In the same year we rented a 5 x 8 one way from Edmonton Alberta to Port Alice. Our price $1,500.00 A clear and total rip-off, I will never recommend or use u-Haul again. They know they have you in a bind and abuse you to their advantage. The employees at each end were excellent, just following managements orders.

david M. 
Rating:
5.0

Excellent staff whom are well trained. Very polite and friendly

James C. 
Rating:
5.0

The lady who helped me is amazing and so friendly. I got a reminder call to return my rental that really helped and when I returned it him too was very helpful and friendly! I would recommend this place because of this exceptional customer service thank you!!

SUSIE B. 
Rating:
5.0

Customer did not leave a comment.

Christopher K. 
Rating:
1.0

Sent to some l place to pick up a van and got no answer spent 30 mins on the phone then had to do the full process again

Darren H. 
Rating:
1.0

Customer did not leave a comment.

Trevor D.  |  Overall Experience 
Rating:
1.0

Have your representatives all on the same page, clearly they don't understand how to do quotes. My quote was way more than I was made aware, I was given a BS excuse about not being able to do 1 way travel in the same province. Just crap customer service all around, will NEVER again use UHaul.

Garrett R. 
Rating:
5.0

Best rental experience I have ever had with U-Haul. Indoor staff was very good - minor mix-up was quickly resolved, but it was the lot staff that particularly impressed me, both the detailer and the staff member I dealt with on return

Steven H. 
Rating:
4.0

Customer did not leave a comment.

Denis G. 
Rating:
5.0

Customer did not leave a comment.

Heather K. 
Rating:
5.0

Good Evening: I can't think of a way to improve things from my experience. The person working the counter was friendly and patient as the license picture took a few tries from my side. They explained everything to me and walked through the contract. When we did go outside to hook up and review the trailer they were very courteous and went over the connection, checked the lights and did a walk around with me along with reviewing where to drop it off when returning. From my side this was as good as things could go. I've rented from this location before and will be back again. Great job from everyone. Cheers Greg Hebb

Gregory H. 
Rating:
5.0

Customer did not leave a comment.

Marshall S. 
Rating:
2.0

When I first booked my uhaul it seemed easy but when I called to confirm they told me they weren't open until noon so I couldn't ger my uhaul for 8am like I had booked. Very frustrating to have no uhaul 1 day before moving. Thankfully the 1 800 number was able to book me a new uhaul last minute. While they did correct the situation I wasn't happy with uhaul. I shouldn't have been able to book for a time they weren't open.

Ronald V. 
Rating:
3.0

Clean trailers and friendlier staff

Gary M. 
Rating:
5.0

I have always used this location for uhaul top notch service quick friendly and awesome servoce

Denise S. 
Rating:
5.0

Everything went really smooth. The individual helping hook up the trailer was exceptional. He deserves a raise in my humble opinion.

Cameron P. 
Rating:
4.0

Customer did not leave a comment.

Geoffrey M. 
Rating:
5.0

nothing

Abdul M. 
Rating:
5.0

The manager Krysten at west end location has been absolutely wonderful. I recommend your location and the staff are amazing

Christina D.  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

BONNIE W. 
Rating:
5.0

Nothing - Staff were professional and friendly. Equipment was clean and in working order. Great location, great staff!

BRUCE I. 
Rating:
5.0

Customer did not leave a comment.

Margaret M. 
Rating:
3.0

Customer did not leave a comment.

Richard M. 
Rating:
5.0

Quick and easy in and out. Staff friendly professional and ready to help.

David G. 
Rating:
5.0

Customer did not leave a comment.

Alexander L. 
Rating:
2.0

Equipment not provided as booked. Staff unhelpful.

Elinor B. 
Rating:
4.0

The one way traffic get backed up when people load/unload or waiting to check a vehicle in. A bypass lane would be great to see.

GRANT LAWRENCE J W. 
Rating:
4.0

- for how short staffed everyone is these days your staff are always helpful and pleasant to deal with, and please let them know the public notices their efforts. Sincerely.

Geraldine W.  |  First Impressions 
Rating:
1.0

Customer did not leave a comment.

Peter A. 
Rating:
5.0

No improvement needed. This was a wonderful experience. No waiting and very efficient process. Many thanks.

Tyler G. 
Rating:
3.0

Customer did not leave a comment.

Glenn O. 
Rating:
5.0

The manager Kristan and the assistant manager, sorry I don't remember her name. The both of them are great people. They went above and beyond to locate me the trailer that I had reserved after another customer failed to return equipment. Thank you so much Ladies you were both so wonderful.

Carmen M. 
Rating:
4.0

Customer did not leave a comment.

Edwin L. 
Rating:
3.0

Not make me wait in line when I've checked in through the website. Site told me to skip the line but the single employee ignored me and helped the next person in line.

Shaun T. 
Rating:
5.0

Better explanation of “uploading” your license. How is it done? Didn't know so had to go the counter route to see how it is done. Still not sure of the process.

Marvin A. 
Rating:
2.0

I don’t expect all experiences to be bad, but it was not good. They couldn’t find my reservation so we had to do a new one. They were going to give me a smaller unit than I wanted. I was told before I got there that the 2nd floor was drive up and it was not. And it took about 45 minutes in the office to set this all up. And they made me buy a circular lock even though I had just bought a U-Haul key lock.

Jordan D.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Mitchell Z. 
Rating:
3.0

In general the service is ok. I experienced long processing time when I got there. They didn't have the 2 furniture dollies I had reserved, they only had 1 of the other dollies and I had reserved 2. They said the dollies were 1st come 1st served, I don't recall seeing that on the website. I asked if I could have a free mattress bag because they didn't have the dollies. I was told NO. You now have to do your own pre inspection. Make sure you take pictures!! I've rented from them multiple times, they re OK but not great!

Cheryl H. 
Rating:
2.0

I had prepaid for a 2 wheel dolly on the website but was informed when I arrived that none were available. If you have prepaid for a rental, the items paid for should be available.

David H. 
Rating:
4.0

Customer did not leave a comment.

Alan R. 
Rating:
5.0

The staff were professional and very helpful.

Kevin H. 
Rating:
1.0

Truck was Not full of Gas when I pick it up.it was at 3/4 full I returned it at3/4 full .now there charging me an extra $26.00 . I only drove 60 miles, and used $10.00 gas .this is now $36.00 gas.thats over $2.00 per mile, I think the government should do a emissions test on there fleet.

Wilfred V. 
Rating:
5.0

They were good.

Katherine P. 
Rating:
3.0

Truck running in rough shape. and signal indicator didn't seem to work well.

Renee D. 
Rating:
4.0

The amount of customers that use U-Haul on the weekends. The poor girl at the counter was by herself when I returned my trailer around 5 PM and there had to be at least 15 customers returning U-Haul rentals and 1 poor guy outside. That is uncalled for by any standards for a company to do that to their staff and customers. Way understaffed for weekend business

Daniel M. 
Rating:
1.0

I paid by debit card and was told it would require extra dollars for security. I was not told I had to enter the office to receive my refund. The rental was returned to the attendant. Within three hours. Waited for a return to my bank. Didn't happen. Went in and now told I have to wait 4-6 weeks for a cheque. Not what I expected. No happy

Dean M. 
Rating:
4.0

Customer did not leave a comment.

Rodney F. 
Rating:
5.0

Have more people on the service desks to reduce the wait time for pick-up

Timothy W. 
Rating:
1.0

Customer did not leave a comment.

Nickolaus D. 
Rating:
5.0

I had exceptional service from Kirsten at the front desk and Ben when hooking up the trailer. Both employees were exceptional, knowledgeable, and estremely helpful!

Terrance G. 
Rating:
4.0

Customer did not leave a comment.

Jeffrey H. 
Rating:
4.0

I've used u-haul a few times in the last few years, and the service and facility is clean and the customer service is friendly and helpful. What is needed are more carts, especially on busy days like the weekends, first and last days of the month.

Brenda J.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Danny G. 
Rating:
5.0

Customer did not leave a comment.

Terry C. 
Rating:
3.0

Attendant was helpful. Location was clean in Edmonton. Truck interior was not

Michael C. 
Rating:
5.0

Jayson Castillo and crew were welcoming and helpful. They called to let me know I had left my credit card behind, and managed to fix an extra charge on my bill. Thanks!

Ian G. 
Rating:
5.0

Customer did not leave a comment.

Eric F. 
Rating:
5.0

No comments about improvements, we were very satisfied with our experience

DEL W. 
Rating:
5.0

Customer did not leave a comment.

Darryl S. 
Rating:
3.0

Rented a car hauler trailer , the old guy who helped hook it up was really quite and could not hear him . Was no communication or hand signals to back up . Luckily I have experience with trailers and checked everything because he cranked trailer down and pushed latch , I asked if it was on the ball and he said yes , I did not believe him and gave the trailer a push and it fell into place . Also trailer was parked really tight between wall and other trailer , could not drive out because there was another trailer in front of truck where I needed to go . I had to go move trailer by hand myself as the guy was already gone ( was a real help haha ) . Also was disappointed I could not drop trailer off in my town where there is a u haul location in my town and I am a good hour out of Edmonton . Other then that , the lady's at the desk where good and the trailer worked as it should and got the job done .

Kenneth S. 
Rating:
5.0

Customer did not leave a comment.

Ngena A. 
Rating:
5.0

Customer did not leave a comment.

Shaun R. 
Rating:
2.0

Has been here over five times. Only this time is really had. Just rent the truck for two hours because promise the staff returned it by noon. That is ok. When I return, the outside staff is absolutely rude and not responsible.

Fang X. 
Rating:
5.0

Customer did not leave a comment.

El Cecelio R. 
Rating:
4.0

Customer did not leave a comment.

Brian L. 
Rating:
4.0

There was a wheeler left in the box of the truck which I did not realize until later but other than that the experience was excellent !!

Stuart E. 
Rating:
5.0

Customer did not leave a comment.

Brian W. 
Rating:
3.0

Gentleman in the front office appeared confused and did not understand how to use the system. His coworker was good and she assisted but was a bit overwhelmed. Ed the lot guy was very good and very helpful.

ERIC ANDREW O. 
Rating:
5.0

Customer did not leave a comment.

Sara J. 
Rating:
5.0

Was nice service for me

rutonesha M. 
Rating:
5.0

Customer did not leave a comment.

Natasha M. 
Rating:
4.0

Customer did not leave a comment.

Patrick H. 
Rating:
3.0

Customer did not leave a comment.

Christopher V. 
Rating:
5.0

Customer did not leave a comment.

Marian P. 
Rating:
3.0

I took the time to my rental online - completed my checkin ahead of time and still have wait. Either there should be a checkin center (computer) so people who haven't done it can do they are not tying up the counter people or have a separate counter for people who did take the time and make the effort.

Marek K. 
Rating:
5.0

Customer did not leave a comment.

Richard B. 
Rating:
4.0

Customer did not leave a comment.

Christian G. 
Rating:
4.0

Customer did not leave a comment.

Sebastian D.  |  First Impressions 
Rating:
5.0

Employees are friendly and efficient.

Douglas C. 
Rating:
1.0

Was told two different things when dropping off the uhaul. Wry portly ran. Made us drive our 26 foot truck into the parking lot where it was blocking all other cars in traffic after being told. We could park it on the street.

cindy E. 
Rating:
5.0

Customer did not leave a comment.

Sebastian D. 
Rating:
5.0

Customer did not leave a comment.

Margaret M. 
Rating:
2.0

this survey is actually useless, if you were really interested, you would call me, i have told you 2 times how unorganized you are, your app is garbage, i do a pre check-in, with all info, and i get to the location, and i have to redo everything, long waits to get the equipment, long waits to return the equipment, staff dont really care, its a job attitude, management non reactionary takes 2-3 calls before they will do anything. as i said, call me i have rented several times in the last 4 weeks, and its not getting better.. rather than send out a useless questionnaire, pick up the phone and listen to a customer.

John S. 
Rating:
5.0

Customer did not leave a comment.

Troy J. 
Rating:
5.0

Customer did not leave a comment.

kenneth N. 
Rating:
4.0

Customer did not leave a comment.

john v.  |  First Impressions 
Rating:
3.0

It’s a storage facility. Nothing got stolen so I mean it’s as good as it gets

Saria J.  |  Overall Experience 
Rating:
5.0

Robyn and Nicole amazing staff.I understand Robyn was moved to another location was no longer manager.Sorry to hear that she had west end location running well.Trucks clean and staff was on it.Now without her there its not same staff is hard to find dont know anything

Kimberly D.  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

Marius G.  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

TIM J.  |  Overall Experience 
Rating:
4.0

I have worked with this Uhaul location in the past. Never had a problem or grievous. The young and older people are very helpful when asked with questions they can be useful with. There is a woman, a short large woman who makes not only customer's lives difficult but the employee's life as well. I believe she is a cancer to this site and to the company as a whole. It would be in your best interest to either re-route this person to a back seat position with zero personal influx of simply move this person out of the company fixture.

Grant f.  |  Overall Experience 
Rating:
5.0

Todo bastante bien. Gracias.

OLGA C.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

bernard s.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Fang X.  |  Overall Experience 
Rating:
3.0

Could not get timely feedback for moving out of storage

Abdi A.  |  Overall Experience 
Rating:
5.0

Todo el servicio muy bueno.

OLGA C.  |  First Impressions 
Rating:
3.0

Unit was not ready and there was no lock in the unit as I was told there would be for check in. I spent an hour trying to find someone to aid me when finally the yard guy, Perry, was kind enough to grab a lock for me and get me set up after hours. However this should not have been the case. The building is full of broken glass and garbage everywhere. Not well maintained.

Angela S.  |  Online Move In 
Rating:
5.0

Customer did not leave a comment.

Penny B.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Albert W.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

John L.  |  First Impressions 
Rating:
5.0

Great

Brad D.  |  First Impressions 
Rating:
3.0

Customer did not leave a comment.

greg b.  |  Overall Experience 
Rating:
3.0

Customer did not leave a comment.

Richard K.  |  Overall Experience 
Rating:
3.0

Unit we rented had water damage on my belongings this was indoor unit we didn’t get anything done about the water damage that had, we did notify management. When I finally moved everything out the place smells moldy

Dorthy Voyaguer V.  |  Overall Experience 
Rating:
3.0

Very easy move in and the manager was very helpful and nice.

Kirstina E.  |  Online Move In 
Rating:
5.0

Only issue was it is advertised as a free lock with rent now online and a lock was not provided was a little bit of a inconvenience as I had to leave and go purchase one as the store was closed

Kyle B.  |  Online Move In 
Rating:
3.0

Leaving customers standing out in the rain for hours and having one person only at the counter defeats the positive customer experience! Some of your front desk Agents are brusque!

Sandra R.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Colleen J.  |  Overall Experience 
Rating:
1.0

The person working there was rude and I would never recommend your business to anyone again. That was the worst service I have ever had

Terri T.  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

kevin t.  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Colleen J.  |  First Impressions 
Rating:
1.0

10 years as a customer. Two break-ins despite a "secure" facility. Never any meaningful response or responsibility taken. Elevator down twice in business hours. Security cameras offline for months at a time, let alone blind spots. Floor waxed in business hours prohibiting access to some areas. Elevator and parking area always dirty. Many problems over the years with card access/failure. Number of handtrucks and handcarts reduced to maybe 1, 2 or 3 out of the original 8. Facility opened fine and then continually ran downhill over the years with no money spent to maintain or upgrade. I could not in good conscience recommend this facility to anyone.

PETER S C.  |  Overall Experience 
Rating:
5.0

Helpful and understanding

Jonathan k.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Justine T.  |  First Impressions 
Rating:
5.0

Out of all the locations, the staff at this location has been the most helpful and accommodating—thank you!

Allen Lloyd A.  |  First Impressions 
Rating:
4.0

You could have used more staff. It was very busy Sat morning. The staff was very helpful.

Darrell R.  |  First Impressions 
Rating:
3.0

Customer did not leave a comment.

Bryce D.  |  First Impressions 
Rating:
5.0

I’ve been renting a unit here for almost three years. When I call or go in, they are nice and friendly. I wish the prices were a bit better but she did tell me about the promotion on, one month free, I appreciated that!

TAMMY R.  |  First Impressions 
Rating:
4.0

One bone to pick was my unit was on the second floor and the elevator was not working. I had not moved in yet and was not offered a ground floor unit. I had to go on line and reserve myself at the same location. You would think the manager would have done this for me.

Ian D.  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Darryl S.  |  First Impressions 
Rating:
5.0

Renting a storage unit was quick and easy. The person who helped us was friendly and very knowledgeable

Patricia R.  |  First Impressions 
Rating:
4.0

Lost the reservation for the storage unit, but the sales agent took care of us and ensured we received the space we needed.

Vern T.  |  First Impressions 
Rating:
5.0

Light in a dark tunnel. Even when things took 3 times l expected. No (wait time) Yes (clean, Staff friendly helpfull. WD40 helps re: gravel, salt. Nice plastic don't shatter like glass (heate storage

Joe K.  |  First Impressions 
Rating:
5.0

Smooth transaction pleasant and helpful staff...

Richard G.  |  First Impressions 
No reviews have been submitted for this location.

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