This was the worst self-service experience I’ve ever had. First, at the address listed (6027 Fraser St), there is no banner, sign, or indication of “U-Haul” or “The Cleaning Men Enterprises.” It’s actually a grocery store. I had to ask the cashier at the store, and he told me to go to the back alley. In the alley, I found a parking lot with a U-Haul truck. I followed the instructions in the app and completed the check-in process, then retrieved the keys from the security box. However, the keys didn’t open the truck in that parking lot—the numbers in the keys didn't match the truck plates. I asked for help through the live chat in the app, and they tried to assist me until I called the assistance number posted on a small banner above the security box. The person on the phone then told me that my truck was actually located at a different address two blocks away from the pickup location. When I asked why, he said that parking for trucks in the back alley was limited. He basically just said, “Do you want the truck or not?” I was extremely upset and frustrated, but also desperate because my move-in time was limited to two hours. I ended up spending almost 30 minutes just trying to find the pickup point, complete the check-in, and then locate the correct truck.
Jacob R
The Cleaning Men Enterprises
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Vancouver, BC V5W2Z8
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- 2.5 Average Customer Rating
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I didn't receive the blankets for padding that I had ordered.
Haddon CI originally booked a vehicle at a location close to my home for convenience. When I arrived to pick it up, the location was closed and I was unable to access the vehicle. I then had to call customer service and was redirected to a different location that was much farther away, which added significant extra mileage and time to my move. Because of the pickup delay, my moving window was substantially shortened. I had only a limited elevator booking due to other residents moving that day, and as a result, I was forced to use the stairs for much of the move. This significantly slowed the process and increased my overall costs. Additionally, the app repeatedly glitched during the pickup process, requiring me to restart multiple times, which further delayed everything. Overall, this experience was extremely frustrating and disappointing. I had planned carefully to make my move efficient, and the issues with the location and app created unnecessary stress and added expenses.
ANGUS DI had a pretty disappointing experience at this U-Haul location. I chose in-person check-in, but when I arrived, I found out the location was actually closed. After calling their number, I was told I had to use the app to check in instead, which was not what I expected at all. On top of that, I had reserved some equipment like a dolly and some moving wheels, counting on them being available on-site. Unfortunately, with no staff around and the location closed, I couldn't access the tools I needed. If I’d known all this beforehand, I would have chosen a different location to ensure everything was actually accessible.
Ramyad MThe app need improvements. It's not working well
Theo C