I booked a 15 foot truck and a regular dolly and set it up so I could do self checkout/pickup so I could start my moving day at 8:00 am because I'm moving out of town. Then later I get a call saying they don't have a dolly. OK. STRIKE 1 Then I get a second call saying they don't have a 15 foot truck only a 20 foot truck. I did NOT want a big truck because their turning radius is HUGE.... and to "Hit it out of the park!" they say I have to WAIT TILL 9:00 am to get the truck because that is when the pickup location opens! I almost lost my moving help because of the extra delay! The truck was dirty when I got it because if I waited for them to clean it, I would have been out a lot later. STRIKE 2 Then when I get the truck the display is in Imperial units- miles, miles per hour(mph), etc. I changed display to metric since I live in Canada and every sign is in METRIC. When I returned the truck, the UHaul person read the returned odometer reading in kilometres as miles. I got a bill of almost $1600.00! STRIKE 3 I spent a lot of tome on phone and had to send them the out and in odometer readings to get it fixed, which they did. The people on the phone representing UHaul were very professional and polite, but the OVERALL service which was to provide a truck and equipment on time as ORDERED was TERRIBLE! If they had competition, they would have LOST my business!
John R
Customer Reviews for Samms Creative Design
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
Guarantee rentals in advance in Stratford Ontario. Renting "what happens to be available" on the day I need it is ridiculous.
terry mI needed a UHaul last minute and Brad made it happen. It was quick and easy to arrange. No issues whatsoever. I will use this location again.
Heather MNice well-maintained truck! Pick up and drop off very easy Staff very nice and helpful Highly recommend
Colleen BYes, the location is very friendly and helpful compared to some of the other locations I’ve dealt with
Dave WIt was a bit of a hassle only being able to use cash. And more of a hassle to get the deposit back due to the other uhaul location being closed upon drop off. But the owner did go the extra mile for me, and I do appreciate that!
Sarah BGreat service and everything as needed. 10/10
Timothy SNothing to improve great service and outstanding customer care.
Ernest AExcellent staff. Very helpful .. let me borrow a 7 pin by 4 pin adapter. I appreciated this kind gesture
Pearn PNothing
Gary WPerfect experience... only observation is the van used a lot of gas... 6 mpg or 43 l/100k fortunately only went 10 miles/16 K's
Tim FWould be nice if opened before 9 a.m. friendly service!
DOUG FBrad was very helpful and pleasant. He is an excellent representative for your company.
Pat HI wasn't able to fill in the drop off information via the internet as the app was not working. I called the location to let them know. I couldn't get the app to work. And they said that they would fix it and deal with it but ended up charging me the twenty dollars to do it themselves when I told them. I am disappointed with that
Tammy BOwners at location provided exceptional customer experience and this should be recognized!
Chad WVery friendly and accommodating representative. Only location I would rent from.
Jennifer CHave a phone number available for this location that customers can call and talk to a person instead of a machine.
teresa jBrad Black was very helpful and is a greatasset to your company.
Mark lU-Haul gave me the run around. Not the location. The location was fine but I would not recommend uhaul
Jamie LWe had difficulty reaching someone to make arrangements for renting the vehicle; it took several attempts over a week to talk to a representative. But once everything was arranges there were only a few bumps.
Wendy Bthis out let was awesome....was looked after and treated great ...thks for great experience. S
Sebastian CThe drop off location experience was good
Tajana vThis location wasn’t open on a Friday after 2pm and our drop off time was 3pm. Truck was parked and keys dropped off in a Dropbox. This detail was not mentioned by uhaul at any point. Preference would be to have inspection and sign off done in person on the day of return. It was in our home city, so that is a bonus.
Ariana JOffice was closed due to illness but the drop box was fine and I got my confirmation later.
David HEmployees poorly trained and knew little about U-Haul product. Price changed several times, pick up location, changed last minute, (morning of) and then nobody at pick up location. Nobody answered phone. Small paper hand written note on door only. Had to call somebody in Arizona to get truck. Long painful process. (Well over a hour). Truck tires were summer radials only, not suitable for winters in Canada at all.
Jason GI chose "not applicable" because I had little interaction. Door was locked when we arrived, U-Haul's app refused to load, so I had to call "Sarah" in America to help with the return of a vehicle in Canada! She was outstanding. Only as I was about to drive away did the Lorentz Kitchens employee come to the door. They were polite and apologetic for not answering, but as this was PRIMARILY a business and the U-Haul drop-off location as a SECONDARY concern, I would recommend the installation of a door buzzer to alert staff that a customer had arrived. Moves are stressful enough. Returning equipment should be easier.
Jack NExcellent service, knowledgeable and friendly.
robert pI had to drive 50 kms to pick up my vehicle, was quite inconvenient as I was from Waterloo
ANIL SThe location we picked up the uhaul was absolutely amazing. We will never rent anywhere else. The gentleman was great. Will definitely recommend him to everyone.
Natasha DThe return process is too complicated. After moving all day, the last thing you want is to go through the lengthy process of returning the truck. It is not user friendly and is too detailed. If you are going to have no associate to return the truck at the rental location, then a simple, less time consuming return should be available!
Tony Zjust dropped the vehicle off. The location was closed
Steven JThis rental was a return trip to PA USA, Getting a fixed overall price was requested, however it went wrong as only the one way KM was entered '999 KM' should have been 20000, hence an an additional charge of $173. Otherwise no complaints.
ANTHONY TWent to drop off truck. They were closed by 5 pm. They failed to confirm our truck was dropped off the next business day that they opened. Still waiting after a week for my deposit back
Gordon SThe return experience was quite difficult. There were a lot of steps, including pictures and location confirmation that made things hard to complete. It was not user friendly, especially for elderly individuals.
Tont ZFinally a great location and no hassles
Serge Gvery friendly and helpful
Mark JInside the truck was dirty and our furniture pads were missing, but he helped us out.
Eric CGreat friendly customer service, which was much appreciated after a long day move.
Brayden MBrad was very friendly and helpful. He answered our questions and helped us to get on our way quickly.
SandraE MEverything was wonderful, thank you
Lonnie MExcellent customer service. Truly a location that represents the Stratford locals.
Yaquelin FThe dealer was very pleasant and personable. The truck was clean inside and out and it was full of gas. A good experience!
Don KTruck was new and clean very safe
John MI don't think you could improve anything. The service was excellent.
Gary WThere is nothing you could do to improve the service level I received both with the vehicle and personnel thank you
Glenn FVery friendly, helpful and fast.. Excellent service.
Sana ZThe owner was great to deal with; pick up was smooth and enjoyable.
Stephen EEverything worked out great
Robert HNo problem with the operator (Lorentz) of this location, just will never use UHAUL ever again. Last two experiences were less than satisfactory at NO FAULT to the location, it was UHAUL in general. Two weeks ago I had a truck that I felt should never have been on the road due to mechanical issues, and this week was charges $15.00 for fuel even after I put $5 of fuel in it and only drove 4 miles in total. This is ridiculous and inexcusable. Obviously overfilled the tank and making the customer pay for it. Never will use UHaul again, and I rent a truck at least once if not twice a month on average. Other companies will get my business from this point forward. No reflection on Lorentz, they were were golden, it was corporate UHAUL that is the issue.
WILF SThe gas tank was only half full when we picked up the truck.
Terry HGreat service
MARK RFriendly and helpful . Pick up in person , drop off online APP which was easy to follow. The mileage was expensive. There should be a scaled charge based on distance used which becomes cheaper if you travel further Overall a good experience.
STEPHENM CI was very pleased with the friendliness of the staff and the cleaniness of the truck I would deffinetly rent again from this location
William FThe only thing I would have negative to say is with the entire Uhaul pricing. The fact that you advertise “from $19.95 on the sides of your vehicles is extremely deceiving. Sure that is for local moves, but then again local has so many meanings. We paid about $180 and just put less than 90 miles on the vehicle. Far cry from the $19.95. Next time if ever I will most certainly do a much more intense shopping comparison before I would rent, and Uhaul probably won’t make the list.
GORDONH Gno one is at this site to pick up your uhaul truck. you need to call a number and wait for someone to show up. not a great experience, truck was dirty. i would not use this site again, and do not recommend.
MARCO D