Many red flags but the one that sealed the deal was his communication and distaste for customer service. Unfortunate representation of UHaul
JEANNINE H
Cronin Glass
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Vancouver, BC V5M3H8
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Customer Reviews
- 4.0 Average Customer Rating
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Truck box and cab were quite dirty. Graffiti on the truck. Staff was quite rude to the couple in line ahead of me. Next time will be renting from and actual Uhaul location and not a dealer. Thanks.
Trevor RThe person at the Renfrew location was so rude to me and other customers when we came in. He was patronizing and yelling at all of us right as we entered. If I hadn’t already made the booking online, I would have left and gone somewhere else. He was also impatient while checking us in rushing through the steps and making inappropriate comments. He told me the truck was brand new so I should skip the steps of looking it first. When I got to it, it was pretty dirty and banged up at the front. My booking went ok, but I’d warn people about this location and about all the extra charges that aren’t really explained. It would have been great to have a staff person there that was friendly and helpful !
Ayesh KI picked up a U-Haul “10' Moving Van” in Langley at 8:50 AM on February 4, 2026, as reserved, and drove it to East Vancouver the same day. At pickup, I checked the fuel gauge and clearly recorded the initial fuel level. At approximately 3:30 PM that afternoon, I returned the vehicle to the following location: Cronin Glass, 1766 Renfrew St, Vancouver, BC V5M 3H8. At the time of return, outside the site, a female staff who appeared to be South Asian inspected the vehicle condition and the fuel gauge, and took photos on the spot. I clearly informed her that I had refueled the vehicle back to the same level as at pickup. I also took a photo of the fuel gauge for my own record. Then, as instructed by the woman, I parked the vehicle and entered the site’s office (which is essentially a small street-front shop). The female staff was reporting the inspection results to a man behind the counter who appeared to be a white male in his 60s, and she clearly stated in front of me that the vehicle had been inspected, the fuel level had been returned to the original position, and there were no issues with the vehicle. During this process, I repeatedly confirmed whether there were any other issues or any additional charges. I was clearly told that there were no other issues or additional charges and that I could leave. The only remaining step was for the man to complete the so-called “finalize the contract” process on his handheld device. Based on my previous experiences using U-Haul—always smooth, with no disputes or unpleasant incidents—I believed the return process had been properly and completely finished and therefore had no further concerns at the time. However, at around 9:30 AM on February 5, 2026, I received an electronic receipt from U-Haul and a charge notification from my credit card issuing bank, showing that U-Haul had charged me an additional CAD 19.08 for a fuel charge (tax included), corresponding to as much as 9 liters of fuel. At the same time, the receipt showed the return time as: “Return Date/Time: 2/5/2026 8:45 AM,” rather than my actual return time of approximately 3:30 PM on February 4, 2026. This was extremely surprising and confusing. Therefore, at approximately 3:20 PM on February 5, I made a special trip back to the above return location to ask in person. At that time, the person behind the counter was the same man described above—who appeared to be a white male in his 60s and who was responsible for completing the return settlement and finalizing the contract in the system. Upon entering the shop, I noticed a very strong smell of marijuana smoke indoors. I explained my purpose and asked why I had been charged the additional fuel fee. He was extremely impatient and stated directly that it had nothing to do with him, telling me to contact the U-Haul Service Center myself. He then rudely and unprofessionally turned away from the counter, closed the door, and went into an inner room, leaving me alone at the counter. No matter how I asked or called out, he refused to respond and did not come back out. In this situation, I had no choice but to call U-Haul customer service. The call was transferred several times, and each time I had to explain the situation again. Eventually, I was transferred to U-Haul staff in Langley, where I again provided a complete account of what happened and clearly stated that I had photos of the fuel gauge as evidence. The Langley staff clearly told me that whether the additional fuel charge is applied is determined by the return location itself. I then called out to the man again from outside the counter area, but he continued to ignore me. Only when other customers later entered the shop did he come out again. At that point, I put my phone on speaker and firmly asked him to speak directly with the Service Center staff. Under questioning and pressure from the customer service representative, he reluctantly stated that he would refund the fuel charge. After the other customers left, he immediately “forced” me out of the shop, quickly locked the door, and left the shop. At that time it was still before 4:00 PM, even though the posted business hours for the location were until 5:00 PM. To date, the CAD 19.08 fuel charge has been refunded, which also indicates that there was in fact no need for any additional refueling. However, even so, I still have the following two questions that require a formal investigation and written explanation from U-Haul: First, on the day I returned the vehicle, the fuel level had been confirmed in person by the on-site staff as having been refueled back to the same initial level at pickup, and the inspection clearly stated that there were “no issues.” Why, then, was I still charged an additional fuel charge for as much as 9 liters, amounting to CAD 19.08? What is the basis for this charge, and what is the nature of this action? Second, why does my receipt show the return time not as my actual return time of approximately 3:30 PM on February 4, 2026, but instead as 8:45 AM on February 5, 2026? During the period from 3:30 PM on February 4 to 8:45 AM on February 5, why was the vehicle recorded in the system as still being under my rental? If any accident, dispute, or vehicle damage had occurred during this period, who would have been responsible? During this time, who actually controlled or used the vehicle, and for what purpose? I am a new immigrant to Canada and have always trusted Canada’s integrity-based system, respect for contracts, and protection of personal rights and information security. I have also always trusted the U-Haul brand. However, the conduct and attitude of the personnel at this return location in this incident have caused me significant distress and concern. More importantly, during the rental process, I provided U-Haul with a substantial amount of personal information as well as important banking and credit card information. The related conduct in this incident has caused me serious concerns about my personal safety, property safety, and personal information security. I am very worried about the possibility of further malicious charges, credit card fraud, or misuse of my personal information. I cannot confirm whether this individual is a U-Haul employee, an independent dealer, an authorized agent/contractor, or staff of the third-party partner location. However, regardless of his exact status, he was working and processing settlement transactions under the U-Haul brand, systems, and procedures. Therefore, I have sufficient reason to request that U-Haul investigate and hold him accountable for his actions. Based on the above, I respectfully request that U-Haul: 1. Conduct a formal and comprehensive internal investigation into this matter; 2. Provide me with a written investigation result and explanation; 3. Clearly state the handling outcome and the preventive measures that will be taken; 4. Clearly advise me on how to ensure that my personal information and payment information will not face similar risks in the future; 5. Address any other reasonable requests. I sincerely believe that the above requests are not excessive in any way. This incident not only affects my continued trust in U-Haul, but also directly concerns U-Haul’s brand reputation and customer information security. If U-Haul does not handle this matter seriously, how can consumers continue to trust this brand in the future?
Jianjun LThe man we dealt with was nice, but the billing situation was bad. I was changed for 2 days instead of one. The guy said I could bring it back a few hours after the 24 hrs I had booked. He offered, I didn't ask, but I was charged for 2 day of rental and insurance. I had to spend time disbuting this on the phone. What a waste of my time. I think it is a scam that if a person doesn't look at the bill I would have been overcharged. When they redid the invoice the charged me extra mileage from the first bill. Not good. Wouldn't recommend this location
DEAN H