We looked to rent a U-Haul vehicle on Monday, March 30, 2026. We were in a town we are unfamiliar with so used Goggle Maps to find a U-Haul store. We went to the one posted at 1.5 Km away; no U-Haul seen; we then went to the next closest posted at 3.5 km away; no U-Haul seen; we then went to the next closest posted site at another 3.5 km away; a U-Haul truck on the property. We went into the 'office' and booked a trailer; we were given a Reservation number and informed we had to call the Scheduling phone number to arrange our pickup - this was just an office taking reservations with no trailers on site. We called the Scheduling number and could have obtained a trailer at 3:30 PM; we wanted one sooner than that; we were offered one 50 kms away; by the time we drove there and back to the store we had our furniture purchase at would have been closed; and also was informed we would have to return the trailer to the pickup site the same day; this was not possible. We then asked about a truck; after some discussion we were able to procure a 15 ft truck at 2:00 PM (about 1/2 hour from this time). This pick up location was another 5 kms or so away. We arrive at the appointed location; no one around; went to the house on the right; incorrect address; went to the house on the left; correct address; renter with no knowledge of the U-Haul activities (and has had many inquiries); found a phone number in a message from U-Haul; called that number. The person answering the call told me I need to download the U-Haul App to proceed. I did that; was unable to do anything as there was no where to enter my reservation number; just a message indicating there were no rentals available at that location. Called the number back; he entered in the required information and sent a link to upload the driver's license; not accepted on my phone as the name did not match the license; he sent another link to my husband's phone; uploaded the driver's license. Now, finally, given the lock combination to obtain the key for the truck. This took 1 1/2 hours for an event that we feel should have taken us 15 minutes maximum. We know this, as we have a full service U-Haul store about 4 blocks from our home. We live in Kamloops and were picking up in Chilliwack.
charleen p
ED Roadline Ltd
(U-Haul Neighborhood Dealer)
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One-Way and In-Town® Rentals in Chilliwack, BC V4Z0B2
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The virtual check in and check out are fails for me. I would have much preferred an in person, customer service experience. Doing all this on my phone took more time and was more confusing than if a real person had helped me.
Marcia M