Moving Truck Rental in Port Coquitlam, BC at City Tire

I rented a dolly and when i picked up i asked specifically if the dolly is in the truck the guy said yes when i got to my place it wasn’t there when i called to ask they say i need to pick it up again i only had a couple of hours reserved for my condo elevator so i was pressed for time and couldn’t , not impressed with this at all.

When I booked the rental I asked for the Langley location but the pickup was in Port Coquitlam. I was sent a notification that the Port Coquitlam store opened at 9:00 am but it doesn't open until 9:30! Also they did not have the appliance dolly I requested so I had to go to Langley to get one and when I arrived at the Langley location, there was a 15 ft. truck in the parking lot!!! why couldn't I get the truck where I wanted? the excuse I always get from Uhaul is availability at time of pickup but this is clearly not the case in this instance! I wont be renting from Uhaul again as customer service does not seem to be a priority!

This Location was Great. Originally thew truck was to be picked up at 13425 King George Blvd, Surrey, BC. The staff at the Surrey location were great as well. My Issue is with how Uhaul Deals with equipment (Truck) availability. I was contacted 2 days prior to pick up with a confirmation guaranteeing a 26' truck at 7am the scheduled time, I confirmed this further by visiting the location and getting face to face confirmation, then the day before pick up I received a telephone confirmation TELLING me that my 20' truck would be ready for pickup at 830 am...The Real Problem is that I was Not contacted letting me know there situation and presented with a list of possible solutions. there solution of a smaller truck later in than originally scheduled would not work for me because of the sale of the house. I had to confront the call center, the location, and then the call center again before getting any possible solution. I was told at one point by the Surrey location staff (Who also said they couldn't look up truck availability at other locations) that there were no 26' trucks available in the entire lower mainland, this turned out to be false. The call center eventually found a 26' truck at City Tire (Who was relieved to get rid of this huge truck since there were 2 26' trucks sitting there using up all his parking). My advice to U-HAUL, when you have a truck scheduled at it breaks down or your scheduling changes for some reason... Call your customer Explain your situation, apologize for the inconvenience, and present options to your customer, work WITH your customer, to find a reasonable solution that works for everyone. In closing; U-Haul customer service/scheduling did find a solution. Getting to that solution was painful and didn't need to be, there was a truck available not far away.

Next time someone reserves a truck for a specific time and date, try and make sure you actually have a truck for that person at that location. We had to go out of our way to pick up and also lost our movers because the truck was 6 hours late.

I wanted to return to imperial storage they were quite rude and said not here. Did not even tell me the direction to go. The drop off has poor signage closed. No direction where to leave the truck. Not happy with drop off.

The fellow helping me at the Broadway PoCo location was great and the truck worked as expected. I was hoping for tie-down straps which I understood were included. Actually trying to arrange the truck using the on-line system and customer service was horrible - I booked on-line, confirmed the booking face-to-face with Uhaul in Port Moody and 2 times over the phone with Uhaul customer service and they still got it all wrong. I had two calls from Uhaul customer service AFTER I dropped the truck off asking me where the truck was...a very frustrating experience. Glad I don't need moving trucks often.

I would NEVER recommend Uhaul to anyone. I will never be using the service again. I was not told that the rental of the truck is not guaranteed and that the pick up location could be anywhere within 5 hrs of original location, or even confirmed location. I called the pick up location as we were leaving to confirm the truck was there, and they told me that the truck was not there and it was in Victoria so there was no truck available to me. If I wouldn't have called, I would have shown up there, with my 3 kids, ready to move my house and there would have been no truck. This is completely unacceptable business practice and has huge impacts on people lives. If customer service wasn't able to find another truck on the busiest moving weekend of the year, we wouldn't have been able to move. This would have impacted our closing date, our finances and the school start up for the kids. Absolutely unacceptable, considering I reserved 3 weeks prior.

Be more professional.