Customer Reviews for Vanderkemp Sales & Service
(U-Haul Neighborhood Dealer)

Rating:

5.0

No complaints promt service recommendation

Rating:

5.0

Always a good experience at Vanderkemp. Efficient and quickly out the door, easy to return, pleasant staff and trucks clean and ready to go.

Rating:

5.0

very happy with the serivce with a smile and being so very helpful - always.

Rating:

3.0

It took us a while to find the person in charge of drop off

Rating:

5.0

The lady at the return site was exceptional. She was friendly and kind. I was very pleased with my overall experience.

Rating:

5.0

I am very pleased with the service. Staff are very friendly, share accurate information and try to accommodate your needs. Thank you for your time and courtesy. Maria

Rating:

5.0

Nothing to improve upon.

Rating:

3.0

Drop off location is closed on weekends. There is no one there to help in case something was to go wrong. This drop off location is self-serve on weekends.

Rating:

3.0

They charged me for kilometers that I did not drive .

Rating:

3.0

Have trailers of all sizes available. I was unable to move a lot of things I had planned because when I booked online my booking was approved but when I went back in later I saw there was no availability for the trailer I wanted.

Rating:

3.0

The trailer was filthy. Covered in dirt and sand accumulated on previous haul either on dirt roads or through the mountains. I spent $20 at a car wash to get it clean enough to haul my collector car.

Rating:

5.0

it was actually quite good so not much to add friendly and professional

Rating:

2.0

The app is in responsive. Also agents did not told me I need two references so I had to scramble to find references. Between the app and references it almost took an hour to get the rental. Not having a person to help at the location was not ideal.

Rating:

5.0

Nothing … it was great! Great job that your team are doing. I was expecting all kinds of extra secret charges. Instead it was very transparent and no surprise costs. Bravo 👏🏼

Rating:

4.0

Have the extras properly stocked (furniture pads) Otherwise was great!

Rating:

5.0

Powell River needs more u-hauls to be available There’s lots of u-hauls on Vancouver Island Parked in the lots and not moving

Rating:

5.0

See above review

Rating:

5.0

Excellent customer service from the office to owner hooking up trailer & cleaning my electrical connection for me.

Rating:

5.0

Nancy is very helpful and accommodating👍

Rating:

3.0

Self drop off

Rating:

5.0

I WILL MISS YOU ALL THANK YOU FOR YOUR SUPPORT

Rating:

5.0

I'm used to trucks with air bags. Very uncomfortable ride.

Rating:

5.0

Friendly, efficient, organized. A pleasure to deal with. We’ll be going back for sure.

Rating:

5.0

My comment is not specific to either location but a general comment. At the time of rental, I could not ascertain the exact date of equipment return. I over anticipated to ensure plenty of travel time and was quite disappointed that upon returning the equipment 2 days prior to the estimated return date, there was no refund of fees available.

Rating:

5.0

Nothing at all in the way of customer service. Staff is extremely helpful, pleasant, and kind. The only suggestion overall I would have is to have more 10 ft cube vans and pick up trucks available.

Rating:

5.0

It would be appreciated if the reservation details could be confirmed at the time of reserving the truck rather than waiting until the day before the truck was picked up. It also seems unfair for the drop-off location to be changed following the reservation confirmation the day before, particulalry when the changed drop-off location is further away and the customer has to pay for mileage. After several calls, the drop-off location was eventually changed to a location closest to the end-of-trip destination - so that was very appreciated despite the time required to effect the change.

Rating:

4.0

Easy to back into drop off area

Rating:

5.0

The remote access key pickup on your app/website is virtually impossible to complete independently. I spent 45 mins on the phone with an agent hand holding me through the maze of your tech just to get the keys from the lock box. They had to make adjustments from their end, and the process had pitfalls and dead ends. It was like an escape room. Elianna new exactly how to guide me through the maze so these are very common problems experienced by your customers. My full time job is assisting people to navigate complicated tech systems, so this not user error. I will not be using that system again, I will just have to plan ahead to speak to a human. If you are looking to reduce human resources, you need to upgrade that system. I read reviews about horror stories using the app so at least I was prepared and went an hour early to pick up the truck. I appreciate the service though. Thanks for letting me borrow your truck for the day.

Rating:

4.0

I did a mobile pick up when the office was closed and it was a very frustrating experience. I could not access truck through app and on hold due 20 min to be transferred and put on hold again. Missed ferry. When I got through later in the day, I was told that the app often glitches in canada and I should use browser. 9hrs late, got the truck. Post pick up, my experience with the woman who manages this uhaul, was excellent. She was very helpful for me with my need to extend rental and with my mobile return. Grateful for her help.

Rating:

4.0

The drop-off was very easy and the support was very good.

Rating:

5.0

Thank you for everything. Excellent customer service!

Rating:

5.0

Drop-off was totally easy and painless - lots of room in the yard to turn a big truck and trailer around, which was greatly appreciated. The staff at Vanderkemp are always cheerful and upbeat and go out of their way to accommodate - really makes you feel like you're a valued customer. Receipt was issued promptly and accurately. Very pleased with the entire rental process start to finish. U-Haul made a long and difficult trip go off without a problem.

Rating:

1.0

There were no blankets in the truck which we needed to wrap our furniture. The U-Haul app didn’t work properly so we had to call to fix it. The milage was out on our truck by 20,000 so the check in process just cancelled itself and we had to call again and manually email photos for check in and Check out.

Rating:

1.0

No clear drop off point especially for large trucks. Some guy pulled up in a golf cart and just held his hand out for the keys and barely talked. Turns out he didn’t even submit the truck and trailer into the system as returned until 2-3 days later after return.

Rating:

5.0

I couldn’t do the return or check out online

Rating:

5.0

Pleasant and capable staff.

Rating:

3.0

Was difficult to find the key drop box. Wasn't a lot of space for parking.

Rating:

3.0

When you book a truck to be picked up in Gibsons then get sent to Powell River, which required a FULL DAY of travel, that is just poor customer service and an added expense (over $200). Moving is stressful enough, then losing a much needed day is really inexcusable.

Rating:

5.0

I think the fuel tank should be full when it’s picked up and filled when returned. I filled the tank and didn’t use the fuel. The contract says I can’t get reimbursed for the extra fuel. Don’t like that.

Rating:

5.0

Thank you for the juggling after finding that the keys had gone missing. I caught the next ferry as planned and when I got to the next place to swap out truck, it was super fast.

Rating:

5.0

Great service

Rating:

4.0

Well run, the staff are friendly and helpful. The place was clean and secure. My only complaint was the lack of access at some times when they are closed. Maybe a security gate with a camera and a code would be a good idea.

Rating:

5.0

Nancy was excellent to deal with! Thank you Nancy

Rating:

5.0

Nancy at the Vanderkemps location really goes above and beyond. Knowledgeable and helpful. Very accommodating. Whole experience was one less stress in a very stressful time.

Rating:

3.0

Dropped truck off 28 min late because of having to catch a ferry from texada,charged a extra day....hoping that can be fixed,fingers crossed.otherwise the self check in was easy at this location.

Rating:

5.0

Office was really good about where to leave trailer and the process, was very easy and fast drop off.

Rating:

4.0

Friendly and helpful staff!

Rating:

5.0

The lady at the desk was professional, friendly and accommodating . Absolutely no issues made my mums move so much easier.

Rating:

5.0

Great service again at drop off. Very fast process and convenient. Very happy.

Rating:

5.0

The emergency brake did not work when we picked up the truck. Everything else went well! The women at the location helped us with the online check in.

Rating:

2.0

Filthy, could hardly see out the windows. Box was dirty and not swept. The Order was wrote up incorrectly and I was inadvertently billed for an additional $257

Rating:

5.0

Had a 10 by 20 heated locker with all the house contents while 8 month Reno being done. Everything came back dry with NO mildew!!!!!! Couldn't be happier and will go to them again.

Rating:

3.0

The pickup location was fine but the online app for getting the keys was very problematic and frustrating. The staff at the help line were good and did help to overcome the app problems.

Rating:

3.0

It was very unclear about what was expected at the mobile pick up. I found it frustrating.

Rating:

5.0

Thank you to both Nancy and Sonja. Made it very convenient.

Rating:

4.0

Fix the online inventory. Website showed there was nothing available, when in fact there were 3 units available

Rating:

4.0

Clean, dry and secure. You can’t ask for more.

Rating:

4.0

Renting a uhaul trailer and storage unit was easy. All in all a good experience.

Rating:

5.0

Thank you Dan!

Rating:

5.0

All was good

Rating:

5.0

Excellent service. Staff was very efficient and very friendly.

Rating:

5.0

GREAT STAFF.