I rented a U-Haul truck and utility dolly from Hanmi Post Office in Burnaby for Saturday, October 31. I’m sharing a detailed account so other customers know what to expect from a weekend self-pickup at this location. I have screenshots of all my text messages with the manager. Before pickup On Thursday afternoon, the manager, Sean Kim, texted me that the location is closed on weekends and that he had set things up for self check-in. He said the key would be left inside the vehicle and that I should return the truck to its designated spot. A staff member also called me with the same instructions. On Friday, I asked by text whether I should leave the key inside at return. Sean replied that my dolly was inside vehicle #4818 and that I could leave the key inside the vehicle when I was done. Nobody mentioned that the business is inside a gated industrial complex, how to get in, or which unit to look for. Arrival and finding the truck I arrived early on Saturday and found a closed gate with a code. After I told Sean I couldn’t find the vehicle, he sent a map pin and said to walk in and find Unit 305, with the truck parked by the back door. He also told me vehicles couldn’t drive in at that time. The directions weren’t enough to find a way in, and I spent about 30 minutes walking around the complex before I found a path inside. I shared my live location with Sean during this time. Vehicle assignment Once I reached truck #4818, the U-Haul app would not let me unlock it. When I reported this, Sean said nothing was blocked on his end and that they hadn’t had issues like this before. He then wrote that he thought he had messed something up and would contact the U-Haul manager. After that, the app reassigned me to truck #3915. The two trucks were parked on opposite sides of the building, so I went back and forth between them. When I got to #3915, another customer had already unlocked it, even though it had just been assigned to me, and the app showed it as dispatched. Sean then told me to use #4818 again, which I still couldn’t open, before switching me back to #3915. After some confusion on both sides, the other customer and I sorted out that #3915 was mine, and I took it. Dolly and access card My booked dolly was still inside #4818, whose back had a combination lock that neither I nor the other customers knew. Sean eventually gave the code to the other group. They opened it and let me take my dolly, and they understandably recorded me doing so, since they weren’t sure who I was either. I appreciate their patience. None of this should have been left for customers to sort out among themselves. Sean had said the truck would contain the keys and a tap card for the gate. Truck #3915 had no access card, and he confirmed there was only one, inside the truck I couldn’t open. I was eventually able to exit through the north gate, after first being at the wrong one. Vehicle condition Truck #3915 was dispatched with the fuel gauge close to empty. I photographed the dashboard and sent it to Sean. He said I could return it at the current level, but with that little fuel I had to go straight to a gas station before I could use the truck. That cost about $38. From arrival to finally driving away took roughly 1.5 hours. Return Because there was only one access card, Sean told me to park on the street and leave the key in the truck. Earlier he had said “inside the vehicle,” and this time he said “in the trunk,” but #3915’s cargo area had no lock. I left the key in the cab, locked the truck as it had been when I picked it up, and sent Sean a photo of where it was parked. I returned it with more fuel than it had at pickup and left the dolly inside. Sean then said he couldn’t open the truck as that was his only key and that a locksmith, with a likely service fee, might be needed. I declined, since I had followed the instructions I was given. He replied that he understood and would take care of it, and on Monday he asked where the key was and again confirmed they would handle it. Summary No information about the gated entrance or how to get in. Assigned truck could not be unlocked; manager acknowledged an error on his end. Another customer was somehow able to unlock my replacement truck, and I was switched between trucks several times before I could take it. Booked dolly was locked in a different truck with a code I wasn’t given. No gate access card in the truck I was given. Truck dispatched almost empty, costing me about $38 in fuel and extra time. Inconsistent key return instructions, followed by a suggested locksmith fee. About 1.5 hours lost at pickup. Recommendations for this location Weekend self-pickup can work, but only with clear written instructions: how to enter the complex, the exact unit and parking spot, how to exit, and where to leave keys and access cards. Trucks should be fuelled and checked before dispatch, and reserved equipment should be in the assigned vehicle and reachable without a code. A phone line that’s answered during pickup hours would also have resolved most of this quickly. To be fair, Sean stayed in contact by text throughout, extended my return time from 5:00 PM to 6:30 PM to make up for the delays, and agreed not to charge me for the locksmith. The overall experience was still far below what I expect from a U-Haul rental.
Abhinandan S
Hanmipost
(U-Haul Neighborhood Dealer)
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How U-Haul Reviews Workhey. the office was closed when I arrived. I choose this location cause it said it is open. After arriving, I didnt know how to deal with the truck, no instruction, nothing. The passenger door was open, the keys were inside. The tank was empty. I dont know why you charge me for the fuel. The password from the lock for the trunk was absent as well) I ve spent an hour dealing with the keys and a lock, covering in dirt. And after chatinng with 4 person from the support we finally hot the password from the lock. Then, I returned this vehicle back in an hour and you charge me for afterhour return? what a joke UHaul.
Oleksandr MI’ve been renting from here regularly, and the staff is always so kind and helpful! The parking lot is also super clean and nice.
SEONGHUN KThe service was absolutely impeccable. They helped me with the check-in and everything regarding the reservation. Truly, thank you—I don't remember their names “sorry” , but a young man and a young woman took great care of me.
Damian MThe staff is friendly and the parking lot is clean, so I always enjoy coming here!
SEONGHUN K