I must say, this is the most unsatisfying rental experience I have ever had with U-Haul. Perhaps it is because it was a U-Lock location that supplies U-Haul rentals. Regardless, here is my experience. I arrived exactly at 0930, the time the office of U-Lock opened, only to find that the location had been open much earlier than that. Upon confirming my rental, name, and credit card, the salesclerk reviewed my order. She stated: "We don't have any moving blankets; the previous customer took all we had." To my surprise, I responded: "How am I supposed to move a household without moving blankets" She responded: "There is nothing I can do" I did raise my voice to try to get her attention, however, as I persisted in my questioning as to how to solve my problem of no moving blankets, and her only reply to every suggestion I had was: "There is nothing I can do". Certainly not a customer focus response! Her colleague indicated they had some moving blankets in the back; however, they weren't packaged. I that I did not want to pay for these blankets due to the mistake that was made and he and she confirmed they would be complementary. I told her I would take whatever she had! By this time, the secondary driver, my son, had arrived and stated he would wait for the blankets while I proceeded to inspect the truck on the U-Haul App. My son and the clerk showed up with THREE (3) blankets! I asked if that was everything, she responded "This is all I can do". I did express to her that I would be outlining my experience to U-Haul, to which she indicated that my complaint would come back on her. Being somewhat cheeky, I stated, "I'm sorry, there is nothing I can do about that". She walked away. I made a recommendation to her which she completely brushed off. If the staff at U-Lock were to review the order pick-up for the next day ahead of time and for those of us who have reserved items, those items should be set aside for the reservation that ordered them. She stated that it wasn't possible to do that. Instead, another client showed up and cleaned out all the moving blankets without any consideration for any reservations that may happen following that, not just mine! What if that had been the appliance dolly I reserved? Move that with muscle alone? Moving a household without moving blankets was of no concern to her whatsoever. I know I may be going on here, but this experience at my pickup left me feeling like my business or my concern regarding no moving blankets fell on more than deaf ears. She repeated "There is nothing I can do" countless times, leaving me the impression my customer experience didn't matter to her either. I have never had this experience before renting any U-Haul and I have rented many over the years. I will follow-up with you on my suggestion: Perhaps find a way to ensure that reservations of additional items take priority. A list of the items "reserved" for the following day be set aside, so people who did plan for what they needed, have their expectations met. It also provides the location with ample time to retrieve more goods, as needed, from U-Haul. This process would allow no one else to experience what I did. I appreciate the ability to comment on this moving experience. Thank you for that! In closing, I will continue to rent from U-Haul, however, I hope my concerns receive some attention from you. Thank you, Karri Heywood-Smith, Contract 97493093 I would be happy to speak to someone should you wish to contact me. My number is listed on my contract. Thanks again.
Karri S
Customer Reviews for White Rock Surrey U-Lock Mini Storage
(U-Haul Neighborhood Dealer)
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.
Roger was awesome. A true pro
PHILIP LExcellent experience of renting a moving truck. Very satisfied price-wise and service-wise. The staff were very helpful and friendly as well as professional. Their service was fast.
ISHU IFantastic service!
EVA-LOUISE KNothing
LARRY MIt was great to have drive a new, very clean truck.
PATRICIA CVery helpful friendly staff
GRANT CThank you to the staff onsite and to the U-Haul agent for their help, flexibility and understanding, and to the man for finding my glasses. Gratitude, Good Health and Peace2u2 🧚🩷🧚✌️🖖
DEANNA DAll good
MAHDI BGreat staff. Polite and friendly.
RICHARD BI love the new app it was quick easy and you didn't overcharge me it was no it was a reasonable rate so we were very happy
CLAYTON WWas quoted 103.00 only to be charged 226.00 total for the rental plus 30.00 in gas when all was said and done for a truck I had for a few hrs I will never use your service again or recommend feelnreally disappointed and ripped off Carole Johnson
CAROLE JThe dashboard of the truck was showing tire malfunction. The truck makes noise and drags when braking.
ADEDOYIN AExcellent staff, great service and would highly recommend them to anyone !Especially Many who could not be more helpful!
MICHAEL WSimplify the fuel refill scheme. Too complicated, always a near empty tank at the start..
GEORGE GEverything was great, Roger went above and beyond.
JENNIFER CGreat service and the team at U-Store was very helpful. A perfect moving experience.
JOHN LParking space for vehicles is a bit too small. Overhall, however, the service delivery was professional.
KORBLAAH MThe service was excellent and the pricing reasonable for the moving furniture we wanted to do.
Savtenia JUp front disclosure that the main cost of the rental fee is the mileage fee.
GEORGE GEXCELLENT service and very good truck.
DAVID UThe manager Abe what amazing. He went above and beyond.
KEVIN MFriendly and professional staff
JAMES KNot a thing
JOHN SThere was an inconsistency about the pickup time of the vehicle. We were told we could pick it up at 8 am. We arrived there only to be told it would not be available until at least 830 am. We returned at that time and picked up the vehicle. We were asked how many kilometers we would put on the vehicle and advised it would be between 50-100 km maximum (ultimately it was just over 60 km). We were told that was fine as it was just an estimate for record purposes, and that we had paid for the use of the vehicle for more than that alloted amount of km. We returned the vehicle at 230 pm (same day), after filling it with gasoline to where it was on pickup. After the vehicle was inspected and the final billing was made, we were advised of an additional expense for the extra <15 km. This was contrary to what we were told by the staff person at arrival. There was an additional charge for these km, but no discount for the early return (we could have had the vehicle out until the next morning. While grateful for the use of the vehicle, we found the inconsistency in the direction and information provided to be somewhat off-putting. This is the rationale for our rating, and while I would recommend the location to others, I would also remind them to ensure they were given accurate directions. Thanks very much.
THOMAS BEverything was ok, but thought it was pricey
TEDDY PWas a smooth process. The 5/8 hour of a fuel tank was different. Why not pick it up full bring it back full?
MICHAEL LGreat experience
William CThe individual i dealt with was great, from the reservation, to outdo up and return he was great! 👍😀 The process was easy and quick
DOUGLAS MThe truck was obviously quite old. Couldn’t adjust driver seat. Maybe grease that.
ELIZABETH HThe friendly & fast service and the convenient location were great. I also really appreciated the little instructions & information stickers on the dashboard -- VERY helpful!!
DIANE MYour attendant was attentive and courteous.
JOSEPH MVery helpful and a pleasure to do business with. Quick and efficient.
SUSAN TI will use UHaul again.
LANA GI was amazed at how easy this process went. The staff were courteous and helpful. I would not hesitate to use this service again
TERRY HWe are new comers to Canada Abe and friends they are doing great job. nice clean and very friendly highly recommended . Car was clean and We are so happy to rent a truck from this location
MURAT UExcellent, look forward to coming here again!
DAVID MThe truck itself was clean inside but the check engine light was on and I felt the brakes were soft. I've rented several times from Uhaul and this was the first time where I noticed that mechanically, the vehicle wasn't in the best shape. That being said, I would still continue to rent from Uhaul and this location. Great staff!
LAURIE GCustomer service at rental pickup was excellent! Keep it up!
SAJAD AI didn’t like to have to go to another location when I had selected the one closest to me
CALEB NWe would rent from no other place than WR Surrey U-Lock.
susan pThe best service and kindness ever. Thank you
Leroy RThe staff at this location were amazing. They were very professional and courteous and went above and beyond to help us. There was a minor issue which just about derailed the move planned for that day but the staff did everything they could to remedy the situation and get us on our way. The move went off without a hitch. The location is easy to get to, the vehicles were very clean and in very good shape. This is the second time I have gone to this location for my rental needs and I will return in the future. I would highly recommend this location for any of your rental needs.
Kevin BWe are loyal to ULock in South Surrey, and highly recommend them. Booking was not great thru UHaul, however. When I booked it did not indicate that no trucks were available to me at this site. This should be indicated when reserving, not later when an employee phones to alert us. Also, the particular woman I spoke with to rebook was not especially “with it”. Maybe a language issue or she was tired?
David KFaster computers
Wendy CShop was exceptionally clean and tidy. Service was top notch. Vehicle was great.
William TMy Visa was charged yesterday for the estimated charge, while the actual was at least 20% less. I am still waiting a day later for an adjustment to the charge on my visa. It should be instant!
LESLIE MWill be back!
SCOTT JThank you again from your returning customer and neighbour White Rock Gymnastics!!
OLIVER MStaff was very helpful as I had to change a few things on my reservation last minute. Great experience overall!
CARROL KGreat customer service
DONALD LThe lady at the front desk was lovely to deal with. Sadly, I did not get her name. We will definitely use this location if we need another rental.
CRAIG BCan’t believe the price!!!! I’m really happy!
CONNOR GBetter signage. It was not clear that the UHaul office was in the same building as the storage.
Harmony LVery efficient and smooth transaction
Robert RVery helpful and nice to deal with
CARMINE EThe people at Ulock are wonderful. Excellent customer
Elke RKudos to both staff that assisted me. Everything went smoothly.
EDUARDO PPrompt and courteous service, vehicle ready as booked, good experience overall. Provided good information regarding Uhaul's movinghelp.com
Gordon CNo improvements needed. Absolutely perfect rental experience. Thanks
Keith JEverything and everyone was great!!! My new U-Haul rental location. :-)
THOMAS HThe office staff l were very, very, helpful
PHILIP BBest experience ever!!!
LORNA-ANN BGreat customer service by the older gentleman . Thank you
sheikh iGreat staff both picking up and dropping off.
Kris JNothing I can think of.
ELIZABETH HThe staff was very friendly and helpful and the rental was clean.
ALIPATE L