I am extremely disappointed with my rental experience today. First of all, I reserved a utility dolly in advance, but when I arrived, it wasn't available. This completely disrupted my schedule and wasted a massive amount of my time, making the entire moving process chaotic. To make matters worse, I was charged a $30 refueling fee at drop-off. Given that the location already ruined my schedule by failing to provide the equipment I paid for, slapping on an extra $30 fee feels like a complete rip-off and a total lack of customer service. Mismanagement at its finest. I expect someone from management to contact me and refund the unfair charges.
penghan w
SF Express
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Burnaby, BC V5H2A1
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- 2.0 Average Customer Rating
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My experience with U-Haul was extremely frustrating and poorly managed from start to finish. At the pickup location, there was no office or staff—just a truck parked somewhere with no clear instructions or signage. To even identify and access the vehicle, I had to call the U-Haul helpline, which took 10–15 minutes to connect. The support staff was not helpful and came across as rude. This is completely impractical, especially during a move when you’re working under strict elevator booking times and cannot afford delays. There was zero local support, and even the listed address was unclear. You essentially have to figure everything out yourself after speaking to multiple people. I had also pre-booked a dolly a week in advance, but it was not available at pickup. Despite this, I was still charged for it after the rental. I had to contact support again just to get the charge removed—which should have been handled proactively when they knew the dolly wasn’t provided. To make things worse, the truck was given to me with an almost empty gas tank. I ended up refueling more than necessary, and there was no reimbursement for the extra fuel. Overall, this was a highly stressful and disappointing experience. When you’re moving, reliability and support matter the most, and U-Haul failed on both. I would rather pay more for a smoother, more dependable service in the future. I would not recommend this service and will actively advise others to avoid it.
Nitish NOne month prior to my home move (on 28th March 2026) I booked a truck and moving equipment to rent. On moving day, I only got the truck and no moving equipment. (There was no prior email or text indicating that the equipment would not be available) This resulted in a last minute detour (added mileage) from my route to purchase a hand truck and furniture dolly etc... I was billed for the non supplied equipment, and customer care said I would be issued a refund. After 3 weeks of waiting, with no refund, I contacted U haul about a refund on the extra charge and on added mileage caused by their default. I received an email yesterday confirming a refund has been initiated. (the refund value amounts to the charge for non supplied equipment) There has been no refund towards the extra mileage incurred.
Mark DI had a very poor experience with this rental. My pickup was scheduled for 12:00 PM, but I didn't receive the check-in instructions until 12:30 PM. The staff at the SF Express location were unable to assist as they had no knowledge of U-Haul procedures. Furthermore, despite reserving and paying for a dolly, the truck was empty. The only solution offered was a distant pickup location that I couldn't afford to visit given the 30-minute delay. I ended up moving everything by hand, which was exhausting and unnecessary.
Jian QMy complain is not about the location or the truck, the issue is on the app, which failed and make me repeat the process many times. When I checkin and dropoff was the same. I open a ticket about it, recommend you to review the ticket. Thx
Petrus S