I must say, this is the most unsatisfying rental experience I have ever had with U-Haul. Perhaps it is because it was a U-Lock location that supplies U-Haul rentals. Regardless, here is my experience. I arrived exactly at 0930, the time the office of U-Lock opened, only to find that the location had been open much earlier than that. Upon confirming my rental, name, and credit card, the salesclerk reviewed my order. She stated: "We don't have any moving blankets; the previous customer took all we had." To my surprise, I responded: "How am I supposed to move a household without moving blankets" She responded: "There is nothing I can do" I did raise my voice to try to get her attention, however, as I persisted in my questioning as to how to solve my problem of no moving blankets, and her only reply to every suggestion I had was: "There is nothing I can do". Certainly not a customer focus response! Her colleague indicated they had some moving blankets in the back; however, they weren't packaged. I that I did not want to pay for these blankets due to the mistake that was made and he and she confirmed they would be complementary. I told her I would take whatever she had! By this time, the secondary driver, my son, had arrived and stated he would wait for the blankets while I proceeded to inspect the truck on the U-Haul App. My son and the clerk showed up with THREE (3) blankets! I asked if that was everything, she responded "This is all I can do". I did express to her that I would be outlining my experience to U-Haul, to which she indicated that my complaint would come back on her. Being somewhat cheeky, I stated, "I'm sorry, there is nothing I can do about that". She walked away. I made a recommendation to her which she completely brushed off. If the staff at U-Lock were to review the order pick-up for the next day ahead of time and for those of us who have reserved items, those items should be set aside for the reservation that ordered them. She stated that it wasn't possible to do that. Instead, another client showed up and cleaned out all the moving blankets without any consideration for any reservations that may happen following that, not just mine! What if that had been the appliance dolly I reserved? Move that with muscle alone? Moving a household without moving blankets was of no concern to her whatsoever. I know I may be going on here, but this experience at my pickup left me feeling like my business or my concern regarding no moving blankets fell on more than deaf ears. She repeated "There is nothing I can do" countless times, leaving me the impression my customer experience didn't matter to her either. I have never had this experience before renting any U-Haul and I have rented many over the years. I will follow-up with you on my suggestion: Perhaps find a way to ensure that reservations of additional items take priority. A list of the items "reserved" for the following day be set aside, so people who did plan for what they needed, have their expectations met. It also provides the location with ample time to retrieve more goods, as needed, from U-Haul. This process would allow no one else to experience what I did. I appreciate the ability to comment on this moving experience. Thank you for that! In closing, I will continue to rent from U-Haul, however, I hope my concerns receive some attention from you. Thank you, Karri Heywood-Smith, Contract 97493093 I would be happy to speak to someone should you wish to contact me. My number is listed on my contract. Thanks again.
Karri S
White Rock Surrey U-Lock Mini Storage
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Surrey, BC V4P1A3
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Roger was awesome. A true pro
PHILIP LExcellent experience of renting a moving truck. Very satisfied price-wise and service-wise. The staff were very helpful and friendly as well as professional. Their service was fast.
ISHU IFantastic service!
EVA-LOUISE KNothing
LARRY M