Too exp.
Sheldon G
JV 2 Brown Ave
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Maple Ridge, BC V2X3R5
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Customer Reviews
- 4.0 Average Customer Rating
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Great service, thank you
Lawrence CI had an extremely disappointing experience with this U-Haul pickup and drop-off location. When I returned the truck, I placed the key inside the vehicle, put the combination lock on, and left. While completing the return through the U-Haul app, I realized the app required the keys to be placed in the lockbox outside the Jiffy Lube location and also required a photo of the odometer. I immediately returned to the truck to complete the process properly. After waiting approximately 30 minutes to get through to U-Haul support, I was advised to contact the store directly. I attempted to remove the lock but could not get it open despite using the correct combination. When I called the store, the employee simply told me, “Yeah, yeah, don’t worry about it. Just leave it and we’ll take it off,” and was very dismissive. Later, I noticed the rental was still showing as active in the app and my bill appeared much higher than expected. I called the store again and spoke with a woman who immediately told me, “The bill is the bill,” and refused to discuss it further. I was simply trying to understand why the charges were so much higher than expected. She insisted the charges were due to the distance driven, but we had only driven approximately 12 km. It appeared there may have been confusion between kilometres and miles in the U-Haul system. I asked if I could return to the truck to take the required odometer photos and complete the return properly. At that point, she told me nobody had been to the truck yet because they were still trying to remove the lock. She then began telling me that I lacked “common sense” because I had put the lock on backwards. I apologized and explained that I hadn’t realized the letters on the lock should face outward. She continued laughing and repeatedly stated that it was “common sense” and said, “Don’t tell me you don’t know how to put a lock on.” I advised her that I found those comments insulting and unprofessional. She responded by saying that was “not her problem” and hung up on me. I called back and spoke with a male employee who refused to provide his name. He also told me that I lacked common sense. Interestingly, within minutes, the story changed and I was now being told that the lock had already been removed and the truck had been processed. He repeatedly told me that the bill was final and that he would not discuss it further. When my sister-in-law later called, she was finally able to obtain a copy of the invoice. We then discovered that a cleaning fee had been added, despite the truck being returned clean and in the same condition it was received. When we questioned the charge, we were told that because we had not taken photos, their photos showed the truck was dirty. However, they refused to provide those photos for review. The employee also stated that I should have been charged an additional $50 simply because the lock had been installed backwards. The most frustrating part of this experience was not the billing dispute itself—it was the rude, dismissive, and disrespectful treatment from the staff. At no point did anyone attempt to help resolve the issue or explain the charges professionally. Instead, I was laughed at, insulted, hung up on, and repeatedly told that I lacked common sense. I will never rent from this location again. The customer service was unacceptable, and the way customers are treated here falls far below reasonable expectations.
Phil WOur store host (Gary) was excellent.
Scott BThe app did not let me pick up, I had to go to the 228st/dewdney location who helped me immensely This has happened twice to me now, 🤬
Michael D