The office is hard to find, located inside the gas station but all in all good.
Bon E
Parkland Food Market
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Surrey, BC V3W5T5
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Customer Reviews
- 4.0 Average Customer Rating
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I reserved a U‑Haul vehicle on April 11, 2026 for a 6‑hour rental on April 12, 2026. My reservation was accepted, and I planned my day around the confirmed pickup time and location. 1. Last‑Minute Location Change On the morning of April 12, I missed a call from a U‑Haul representative who left a voicemail informing me that my pickup location had been changed. This last‑minute change created a significant inconvenience, but I adjusted my plans and proceeded to the new location at: 8270 144 St, Surrey, BC 2. Denied Pickup Due to Incorrect Policy Information Upon arrival around 12:00 p.m., I was told I could not pick up the vehicle because U‑Haul “has a policy requiring at least 15 months of driving experience.” This was surprising, as I have rented U‑Haul vehicles multiple times before without issue. I contacted customer service and spent one full hour on the phone with two different representatives: The first representative claimed it was a “local policy.” The second escalated the issue to management, who ultimately confirmed I was eligible and resolved the problem. This delay disrupted my schedule and added unnecessary stress to what should have been a straightforward rental. 3. Refueling Fee Misinformation I returned the vehicle within 2 hours, well under my 6‑hour reservation. I chose not to refuel, fully aware that U‑Haul charges a per‑gallon/litre refueling rate, not a flat $50 fee. However, the employee insisted multiple times that the penalty was $50, which contradicted my past experience. I asked for a copy of the contract to verify the claim. There was a fee but it $30 service fee in case the fuel level is below 1/4. The employee continued to push the refueling narrative even after the contract showed no reference to a $50 charge. It felt less like policy and more like pressure, especially after the earlier delays that had already cost me time. 4. Poor Network Coverage at the Location The location has extremely poor Telus reception. If you need to contact U‑Haul customer service (which I had to do), you will likely need to walk around the property until your phone connects. I tested this repeatedly - indoors, outdoors, restarted phone - and the issue was consistent. Final thoughts: You may want to pay a visit to your regional operations management to help them navigate through re-evaluating franchise owners. There is a good reason why the ratings are not that good across the board. Good luck and I hope you do something about this. I would not be surprised to see an emerging competitor for this service in the nearby future.
Filip KVery expensive and very bad communication with customers not recommended
Anoop SVery good staff and good people
IKBAL SThey are too busy, and if you are first time it is not easy to find the people who is in charge of it. And no instructor if you are first time use their trailer. Not professional , they should learn the management and employ more people . I am not a mean guy, but honestly this is under the average service standard. U-Haul u have to save your brand reputation.
GUODONG Q