The equipment reserved (dolly) was not available.
Donna W
Goldstream Market
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Langford, BC V9B2Y4
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- 4.0 Average Customer Rating
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person behind the counter was helpful. not something an Ai could do. i forget her name though.
COREY FThe truck wasn't available when I went to pick it up. I had to wait for 2 hours. Also the extra equipment I ordered wasn't available. I called the support line and was hung up on.
Dan LI’m writing to formally express my concern and dissatisfaction with a recent experience involving a truck and trailer rental picked up in Victoria, BC, as part of a one-way move to Calgary. Due to serious safety concerns, questionable practices at the rental location, and inaccurate charges, I am requesting a full refund. When we arrived to pick up our equipment, we clearly informed the staff that the vehicle we planned to tow was a 2010 Jeep. We were initially told the Jeep might be too heavy for the trailer, but after several minutes of back-and-forth on the computer system, we were assured we were approved to tow. Upon later reviewing our rental contract, we noticed that the vehicle had been entered as a 2002 Jeep, not the 2010 we reported. We strongly suspect this was done intentionally to bypass towing weight restrictions and guarantee a rental, without regard for safety. We began our journey toward Calgary, but by the time we reached Kamloops, it became clear that the truck was dangerously overloaded or mechanically compromised. The brakes were shuddering violently, especially on hills, and the handling felt unsafe under braking. Fearing for our safety and that of others on the road, we returned the trailer to a U-Haul location in Kamloops and continued with just the truck. At that location, the U-Haul representative we dealt with agreed that the trailer should never have been approved for our vehicle. She acknowledged the issue and documented everything in our file, which should be referenced as part of your internal review. Unfortunately, the problems continued. While crossing Rogers Pass, the brake shuddering worsened, making the vehicle borderline undriveable. The symptoms point to poor or neglected maintenance, likely worn brake pads or deeper mechanical issues. We were also overcharged for equipment not received, including: • 12 packing blankets, when only 6 were provided • A moving dolly, which was unavailable at pickup Summary of Issues: • Misrepresentation of the towed vehicle’s year (2010 listed as 2002) to override safety thresholds • Unsafe vehicle condition, endangering our safety and others’ • Forced trailer return mid-trip due to braking and handling failure • Persistent mechanical failure beyond the trailer issue • Incorrect billing for undelivered equipment • Admission from U-Haul Kamloops staff that this situation was mishandled This incident reflects what could be interpreted as willful negligence and reckless endangerment—both of which are serious concerns under Canadian law. U-Haul has a legal duty of care to provide safe, roadworthy equipment and accurate information to customers. Falsifying vehicle data and assigning trailers against weight limits, combined with mechanical neglect, represents a potential breach of that duty. I am hoping to resolve this matter directly and respectfully, but I want to be clear that I will consider escalating to the appropriate regulatory or legal authorities if a refund is not issued and the situation remains unaddressed. Please let me know if further information is required. I look forward to your prompt and thorough response. Sincerely, Jackson Gray
Jackson GThe trailer was full of cardboard when I picked it up, it was parked so tight to another trailer I couldn’t get in to check it before I left. Was told I had to take all that cardboard with me when I dropped off the trailer on the other end.
KIRSTIE H