Seems like a ghost drop location. We phoned the number listed to let them know we were in Richmond-no answer, so left a message. Got there at the pre scheduled time to find the gate locked with a few folks looking around confused. We joined them. Phoned again to no answer and left a message. And, again. And, again. Saw the gate lock was broken so found a way to ring the bell. No answer.. Finally decided to drop the key and head out. Called one last time to explain, leave my number and ask for a call back. Never heard back. Phoned the UHaul number and was told to wait for billing. Received the bill to find they added TWO EXTRA DAYS to the bill since it took the that long to finally process the return. I am now waiting for a refund. The Bainbridge folks spoiled be, but the GVA treatment seemed well below par.
BRADLEY W
GVA Brands Corp
(U-Haul Neighborhood Dealer)
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TLDR: I would rate this drop-off location as a 0/5 if I could. Never use this drop-off site. My experience was horrible beyond belief. Please read the below for your safety. First, when entering the address into Google Maps, the map marker directs you to the back gate of the area (which we were not aware of), and there is no signage indicating where to actually go to return your U-Haul. There are U-Hauls inside the fenced complex, and there are U-Hauls outside he fenced complex, and that is where all of our problems began. Here is my horrible, unsafe, awful experience that lasted from 11:00PM-2:00AM in the middle of an industrial island: My brother-in-law was ~5 minutes ahead of me in his car as I took a detour to gas up the U-Haul vehicle. Once he arrived at the map marker for 11400 Twigg Pl, Unit 135, he found a gate with no signage, but saw many U-Hauls inside a complex. Seeing this, he drove into the complex (through an open gate right at the map marker) and waited for me with his car lights on and continued to keep the car running. When I arrived, about 5 minutes after him, I saw him, but I couldn't find the entrance he had gone through, so I gave him a call. He exclaimed to me that I had already passed the gate he went through and was confused why I couldn't find it, so he went back to the "opened" gate so that I could meet him there. At this point, we both realized that the gate had been closed and padlocked behind him and that there was no way for him to get out of the complex. Both he and our car were locked inside the complex. Still, having not found the actual U-Haul return site (due to terrible signage), we decided that figuring out how to get the car out and him out was the priority, as we had a ferry to catch the next morning. We looked around the complex to see if there was any security signage (Palidan, Securiguard, etc.) or if anyone was still inside the complex to help us, but the complex is secured by an electronic security system rather than a security company. This meant that there was no contact number we could call to help us with the opening of the gates. At this point, we saw multiple entrances with Ring cameras, so we decided to buzz their ringers and see if that could help us out, but of course, there were no answers. Continuing our search for help, I called the gate company, and one of the companies in the complex to see if they would answer to free us from the jail we were now in, but we only got their voicemails where I left messages saying "We are locked in your gated complex, please reach out to me at XXX-XXX-XXXX ASAP as we need help". Realizing that this would not work, I began to call U-Haul's assistance number, where I spoke with one staff member for ~15 minutes. As soon as I thought I was making progress, the staff member hung up the phone on me... I waited ~5 minutes to see if they would call back, and they didn't. I then called again and spoke with another staff member, who was respectful and pleasant to talk with. However, although the staff member was enjoyable to communicate with, they offered no salvation to us. They first tried to contact the gate company, but there was no answer. Then they tried to contact the U-Haul branch manager, but there was no answer. Their advice to me after this was to call the Fire Department to get the locks cut (seriously!?)... Following their instructions, we called the non-emergency number for Richmond's Fire Department and spoke with their dispatch. About 30 minutes later, a massive fire engine arrived, and we discussed the situation at hand. They replied, "Are you actually serious that U-Haul told you to call us? That is crazy." They were not happy. The firefighter then called U-Haul again and was on the phone for about an hour, and when he reached the same conclusion, we compared U-Haul numbers to see if we covered all of our bases. The firefighters then informed us that they had called the RCMP, as they needed permission to cut the gate's padlock. We waited another 30 minutes before the RCMP arrived. We discussed with the RCMP and the Fire Department what is happening/what has happened so far, and the RCMP immediately said, "Cut the lock". At this point, the RCMP created a police report, and the Fire Department also created their report, taking down our details. The above escapade all occurred between the hours of 11:00PM-2:00AM. I am incredibly thankful that, not only did I tell my sister and 4-month-old nephew to stay at home because this was supposed to be a "short and easy drop-off", but also thankful that my type 1 diabetic brother-in-law travels with his insulin. I am grateful that I didn't go by myself and that my brother-in-law and I are both relatively big males and are not people who feel unsafe/scared, or vulnerable in many situations, as this was an, objectively, terrifying time to be locked in a complex in the middle of the night. To conclude this horrific experience, we came out with multiple hours of lost time (in the middle of the night on an industrial island), a police report, a fire department report, and many worried members of our family. Please don't ever use this rental drop-off location, as it was extremely unsafe, unacceptable, and I can't fathom anyone else going through this experience. P.S. I was informed by the U-Haul assistance line staff member that the branch manager would call me within 72 hours of this incident, but I haven't received a call yet. Can this situation get any more unprofessional? I'd even say it's disgusting. I will give the branch manager another day before I begin calling and seeking them out myself. I expect full reimbursement of my U-Haul and some extra credit. What a terrible, terrible experience.
Ryan KEntrance isn’t labeled as U-HAUL. Have to ring a bell. Then you enter into a warehouse with cocking and drop shipping operations everywhere. Area is very industrial and a bit hard to navigate/find
CLAYTON VGuy who works there he was very rude and he was very disrespectful and I will never go that location and i will everyone that don’t go there
SHIVANG VClean up the location
SEAN H