I booked a U-Haul truck in Victoria, BC for August 31 with drop-off in Vancouver, booking more than two weeks in advance. On August 30, I was told the truck I reserved was not available. I was briefly offered a pickup in Langford, but that was later rescinded. None of the representatives I spoke with offered any real help—in fact, I was told things like “you can’t change your reservation” and even, “just because you reserve a truck doesn’t guarantee you’ll get one.” I was forced to come up with my own solution: driving from Victoria to Sooke to pick up a larger truck. That detour wasted 60 km of driving and extra fuel, and the larger vehicle caused problems with my BC Ferries booking. The staff at the Sooke location were professional, but I noted several smaller trucks on their lot that would have worked for me—yet U-Haul never made those available. On top of this, when I dropped the truck off in Vancouver, the location had no record it was even scheduled to arrive. This lack of coordination made an already stressful move even worse. I returned the truck with more fuel than I received it with, spending $93.05 just to bring it from half a tank back to full. I expect compensation for this unnecessary cost, which was entirely the result of U-Haul’s disorganization. Overall, U-Haul failed to honor my reservation, wasted my time and money, and provided no real assistance when things went wrong. I will not be recommending U-Haul after this experience.
KATHLEEN S
The Cleaning Men Enterprises
(U-Haul Neighborhood Dealer)
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Tire was low when I got the truck. Then it went flat on me about 50km later. There was also an unpaid parking ticket on the truck from two days prior to picking up the truck.
Jeremy ZWas hard to do the pick up process. Vehicle was not road safe. Vehicle was dirty.
milad ILocation address is wrong and leads to a grocery store. Pickup location (which is basically a lockbox) is in the back alley and very hard to find. Only good thing was that I was able to reach a person on the location’s phone number and they were courteous and helpful. Truck and equipment were clean and well maintained.
Muhammad SExtremely dirty truck. Spilled coffee on the dashboard and dirty mats and dust everywhere
Kara A