This was by far my worst experience with U-Haul. We pre-booked a 6' x 12' trailer online for a one-day, in-town move with pickup and drop-off in Quesnel. After booking, we were informed that there were no trailers available in Quesnel and that we would need to pick the trailer up in Williams Lake, although we could still return it in Quesnel. We drove to Williams Lake on Saturday to pick up the trailer and were then required to complete the transaction using the U-Haul mobile app while in the store. The app did not work at all. It would not allow the required photos to upload to verify my driver’s license or document the trailer condition. The store clerk experienced the same issues on their own phone. The store owner was present the entire time but did not step in to assist until prompted. At that point, I was told to “not worry about it, it will be fine,” which was not reassuring given the technical issues and lack of proper documentation. Because we had to travel out of town to pick up the trailer, we were also required to add a second day to the rental, despite originally wanting a one-day, in-town move. The trailer was covered in frozen snow and I had to spend time clearing the blocks of frozen snow/ice off the trailer body and roof before I could even leave the lot as it was not safe to travel on the roads the way it was provided. It is winter and I can accept that, but wanted to mention this as it adds to the total frustration from this whole experience. When I dropped the trailer off at the designated location in Quesnel, the drop-off was labeled online as “Bliss Restaurant,” which is incorrect. While the owner may be the same, it is not the same business or clearly identified location. Although the address itself was correct, the incorrect business name caused unnecessary confusion. On Monday we were contacted and told that the trailer was required to be brought back to the Williams Lake location, as it is only licensed (insured) to be used as in town move? Which is not good as they were aware that the move was to be done in Quesnel. I was given the option that I could pay a much higher bill (quoted $300-$600) if I did not return the trailer to Williams Lake. I then had to pay for an additional (third) day and take time off work to collect the trailer form the Quesnel location and drive it back to the Williams Lake location. Overall, this experience involved poor communication, unreliable technology, lack of staff support, and added time and inconvenience for a service that was pre-booked in advance. This fell well below the level of service I expect from U-Haul, and I am extremely dissatisfied with how this rental was handled.
Donna F
Chilcotin Handi Mart
(U-Haul Neighborhood Dealer)
Services at this Location:
One-Way and In-Town® Rentals in Williams Lake, BC V2G3R3
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Customer Reviews
- 4.0 Average Customer Rating
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The selection is limited but the service is good
Nicholas RIt was overall ok. Just didn't understand why we were rushed to return the truck when there wasn't anyone waiting to pick it up. Certainly could have used it for the entire 24 hours.
Lorelei PHelpful and thorough. Happy with trailer…built well to haul! Easy drop off!
Minette FVery good service.
MARILYN F