Excellent Service by knowledgeable people
JERRY JACKMANCustomer Reviews for U-Haul Moving & Storage of Richmond
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.
My unit was broken into once a few years ago, and the boxes and stuff were piled around, which was a bit messy. I couldn't go deep into the unit to check things in detail. After that, the U-haul lock was replaced. However, when I opened the storage locker recently -- while the lock was intact -- several items including two solid wood cupboards disappeared without a trace. I must say "What the heck!" It doesn't matter because the reason I opened the locker was to plan a removal of everything and end my clientship. The rental fee increase twice a year and it has become unaffordable. I am glad I moved out, ending an era of money waste.
CHUNG YIN POON | Overall ExperienceThe truck I used had a large dent in the front bumper and a long scrape on the passenger side rear wheel arch - neither of which were mentioned at the time of renting the truck. When I returned the vehicle the gentleman there asked me about a minor black smudge on the front bumper - which wasn't caused by me - but this seemed ridiculous given the fairly major damage in two other areas of the truck! I admit that I should have inspected the truck on taking the keys, but was somewhat preoccupied with other issues and did not think of checking the vehicle. Other than this - which had no direct consequence for me, but seemed somewhat confusing, I was very satisfied with the vehicle and service. I would definitiely recommend to others.
John SullyCharging over charged double price, and refunded. I experienced bad, but I never choose u haul again :(
Jianyi LiJoseph was super helpful and kind. Moving was hard but I'm glad I dealt with him:)
Robin KimAsk the customer in person if they need add on supplies such as hand truck, boxes etc. I requested a hand truck on the online application but when I picked up the van I forgot to ask about it and ended up not getting a hand truck rental. Fortunately I didn’t end up needing it anyways for the objects I was moving.
Marleen KrugerNothing! Joseph at the front desk was very helpful. Keep up the good work Joseph! Cheers!
Eric de GuzmanMy family & I have used U-Haul vehicles for moving numerous times previously & found their service great. Now, by using their facility for storage is not a concern for me.
Premila Bhawan | First ImpressionsThe furniture dolly was not available for rent, which caused us a lot of trouble. But staff offered appliance dolly that did helped a bit. As a suggestion you can provide one furniture dolly for each vehicle.
Mahsa KiamehrThe marketing feels deceptive due to all the hidden fees beyond the "only 19.95 a car!!" advertising. I with the prices were more upfront and that there were less techinical problems with the phone app
Kayson LamThe return truck app wasn’t working very well. Online check in was a hassle when I was at the location sitting in the car over 10 mins ridiculous long and keeps booting me out and then restart all over so I decided to check in at the counter. When I return the van again after taking the photos and the next button doesn’t work and ask me to retake the photos. The counter is closed. Worst website ever. Fixed the bugs on your website otherwise no point of introducing online check in and out.
KING LEUNGExceeded my expectations
JERRY JACKMANKeep up the good work.
Rico ObenaThe vehicle was on empty was it was given to me, they did not have the dolly which I requested and the vehicle was at the back of their lot. Was afraid that I would not make it to get gas, and not being told they had a dolly was not convient when really needing one. Was told I brought the vehicle back at the same gas level and they would not credit my account was poor also.
Craig VardamanKeep up the high quality. Thanks
Ron SkapskiFast checkout and great truck.
MICHAEL ROBERTSThey assigned me the truck which has 120k miles on it. Not a good experience drive wise. They should have newer trucks.
Nimeshkumar BankerEasy pick up and drop off.
David WisniewskiBryann was friendly and efficient - thank you for your excellent customer service.
Jennifer MonnerPerson helping me was excellent. Great customer service. I think her name was Bryann
Tim PhillipsThere is not enough seating in the van for helpers. Bench seat would be better.
Ronald RossGreat location! and Staff is amazing and very helpful!!
georgina Contreras orozco | Overall ExperienceI been there for over 10 years. Richmond U-Haul staff is very helpful and kind. I get all my rental vehicles from them. I would highly recommend this location to other friends and family. Great manager Bryann.
SOPHANN MAO | Overall ExperienceEverything smooth and easy!
georgina ContrerasI was expected to hookup my own trailer and unhook it. I had to forcefully tell them that in no way am I responsible for doing that.
Melvin BauerI took insurance coverage paid extra $16 a day and still they charged me for scratches on the fifth door!! Makes no sense!!
Gurinder BansalGreat service. Very accommodating and prompt.
Gabriel PrevostI may need a bigger or 2 storages.
Terry Woo | First ImpressionsPlease double remind customer to maintain same oil level as initial. I saw many customers arrived to centre and realized they need to go to gas station to refill and come back.
HO LAM CHANGWe are giving full stars for our Saturday, January 20th, 2024 experience yesterday. This was largely in part due to the customer service at the Shell location by ABiY S (I think this is his name...older fellow who wore glasses inside). We had a family emergency involving an elderly family member unexpectedly in the morning and he was professional and kind which made our very rough morning a bit easier. This was our first experience renting a moving truck and we felt taken care of by U-Haul. He is a big credit to your company and we hope he is recognized for the amazing customer service. He was thorough briefing over paperwork as well. We look forward to working with your location next week for part 2 move. -truck seemed sturdy and the condition was clean when picked up which was good Things to improve -despite having an account via website, the app generates an error message when using the same info to log in -furniture dolly wasn't the best...we had one funky wheel and it didn't seem to roll smoothly (not bidirectional?) -the website crashed after multiple times of submitting photos of returned truck during process...we got frustrated once things refreshed 2x for a 2 AM PST return.
John TuytelNeed snow tires this kind weather
Chanchal Dhami👍👍
Gregory RodriguesFuel was not half full the line for the half was visibly showing.
Ross McccutcheonTo keep up the standard you have been doing
Dominic JattaIt was amazing customer service. I would say it was best customer service I ever had in Canada for no exaggeration.
Megumu Seki15 footer clearly needed to get looked at mechanically. Doesn't feel like a recent problem.
Carl SommerfeldAll good, thank you!
georgina Contreras orozcoI reserved a furniture dolly, but when I showed up they tried to tell me they are available on a first served basis. Then why offer the ability to reserve one? The guy sort of tried to sell us one, but relented finally and gave us a new one to use.
Bruce RobinsonThere was only one person trying to help 4 people at one time. She should have had help.
Julie WhiteThe sales rep charged us an extra day for being a little late, he was rude and condescending about it. Offered zero resolution or support in how to make a complaint.
RICHARD Alanwe are well satisfied. staff are good, helpful and friendly, we will surely recommend it to a friend who needs storage. thank you so much
daisy padsoyan | Overall Experiencenot applicable
Allan Andres ZarateThe van I rented stunk like dogs so I told the girl I had to lay down a canvas drop sheet because I was moving Artwork and now the drop sheet smells so much I have to wash it!!!!
Janice McLeanThe guy did not listen to me when I said check the notes, and the girl I returned the truck to was rude and did not believe anything I was telling her, to the point I had to call her boss. No I would not have anything to do with this dealer again
Dennis DanielsGreat staff, good location and well kept.
Robert JOHNSTON | Overall ExperienceThe dolley was sitting in the rain, and was all wet when I picked it up. Similarly, the truck had water on the inside handle of the door.
Jonathan ChungIt was easy to rent and pick up. Very convenient for me.
Karen WideskiGood service and efficient process.
RODRIGO MOREIRA👍
JOHN PINLACThe staff at richmond are awesome! Thank you guys!
Michael CustodioMake sure the vehicle is available on the hour and the day it is booked.
margaret-ann wodakThe Owner was dream to deal with. Online agents need to know the Western Canadian market better !
Daniel RudickNothing to change, the service and equipment was great
yossi sagevWe rented a storage unit and a moving truck at the Richmond Uhaul on Shell Road. The staff (Benny, Abiy and Bryann) were knowledgeable and very helpful. We took forever to move our stuff from our house to the storage location. They pointed out all the little tips on how to move and to store our stuff. We also had a little accident during our move. Benny and Abiy were quick in providing us first aid. What a caring team of people. Will definitely recommend this location to friends and families.
Jenny SoVery friendly staff. Professional Fast easy and convenient
Alfred DavidAll was very good
YOSSI ITAY Segev SegalI was in the hospital due to complications of an infection, unfortunately I was late on my return and i didn’t receive any support except a threatening message.
Dawn VanichukYou charge per mileage plus gas plus base fee. Might as well ask customers to pay with beer on top of that.
Amarinder MarockYour mobile app is a disaster. Fix it or get rid of it. I could not use it to pick up nor drop off the vehicle.
CHRIS VAN VLIETMaybe make a spot check of the trucks before sending them out, mine was covered in bird poop, including the windshield. None of your Approve photos of condition showed this and i was in a hurry and approved even when there was poop everywhere. Not the vendors fault, the vendor was very understanding, no charge for the poop. Love the 4511 Shell location in Richmond CA.
Carl SommerfeldNothing. The truck was what I needed and the customer service was great.
Greg FrohI booked a round trip back to Vancouver and the price on the website was misreading by about 250$
Christopher LangevinEverything went very smoothly. And the cost was very reasonable. It is a very good location and the attendant was very helpful and professional.
Douglas ChiversThe online checkin process was a bit laborious. Too many pictures and I didn’t really understand what some were asking. But the rental was smooth. Thanks.
Kenneth PiaggioNothing, everything was good 👍
Eric FleuryEveryone is so very friendly and helpful.
Robert JOHNSTON | First ImpressionsEverything was great!
Rod Woitas | Overall ExperienceUnfortunately we were overcharged for a truck rental, and a dolly that was returned We needed to stop payment The issue was never rectified We were told that our items would be auctioned off. So as far as we know all our stuff is gone and the issues was never resolved.
ryan jones | Overall ExperienceThanks to Manu, Lynn (retired), and the rest of the staff for their service through the years.
Gabrial pio pedrosa | Overall ExperienceEveryone was kind and accommodating. I received calls back when requested and was allowed an extra day to move out which made all the difference. Thank you!
Olivia Procter | Overall ExperienceStaff were very helpful and accommodating!
PARVEEZ KHAN | Overall ExperienceThe staff are always helpful , kind an courteous . Very happy to recommend U Haul at this location
BRUCE P RATZLAFF | First ImpressionsStaffs in this store are excellent! Especially Kuldeep is very helpful, she has excellent service!
Zhenshu Yin | Overall ExperienceBryann was awesome to deal with! Extremely helpful as most experiences with U-Haul can be frustrating but she had a big smile on her face and went above and beyond with service level! Amazing.
MATT GYORFI | Overall ExperienceYOUR COMPANY PROVIDE AN EXCELLENT SERVICE. I AM YOUR LONG TERM CUSTOMER, IF YOUR COMAPNY CAN PROVIDE A SPECAIL PRICE, IT WILL BE GREAT! THANK YOU!
KIM'S GLASSWORK CO. LTD. | First ImpressionsStaff here are amazing. 5 star totally well-deserved.
JONATHAN SOROKA | First ImpressionsThank you very much
Johny Lao | Overall ExperienceWe rented at the Shell Road location in Richmond BC, for three years and had nothing but the greatest experience and help from the staff and management. It made the experience of having to store personal items easy and comfortable.
Dean Parent | Overall ExperienceThe reason I left the Uhaul facility on Shell Road is due the steady increased rental costs over the last few years.
James Sullivan | Overall ExperienceDon't change these group of staff. I followed their policies because I believe they are dedicated hard-working people, so many customers trust and respect these staff. I will come back for a bigger unit soon.
TW Computing Woo | Overall ExperienceBryann was responsive and extremely helpful. She deserves a raise!
Liam Miller | Overall ExperienceI was very happy with the customer severice
RICHARD JOLY | Overall ExperienceOne doorway needed maintenance, making it difficult for the cart. There is no light in the storage room. Others all very perfect.It is clean.
LIQIU WANG | Overall ExperienceThanks for everything. Such clean facilities and helpful friendly staff.
Valerie Gawne | Overall ExperienceStaff at Shell Rd UHaul are all very friendly and helpful. They ensured that I had everything I needed.
ROBYN VARS | Overall ExperienceWould use again
Christines Grooming Studio | Overall ExperienceThe access to the storage unit 24/7 with a personal access code for the gate is fantastic!
Manuel Dias | Overall ExperienceStaffs at Richmond were amazing and helpful also, the place is well cleaned and maintained.
Jane Entice | Overall ExperienceVery happy with my experience at U-Haul in Richmond. Their team is awesome and the manager very nice to deal with. In the 5 years of dealing with them I have not had any issues Thank you.
andrew kronquist | Overall ExperienceI was very impressed with the work you and your staff did to be accommodating. It was a pleasure to store my things with you!
Colin mason | Overall ExperienceStaffs are well mannered, accommodating and nice people. I am so.glad that we chose Richmond U-Haul.
Jane Entice | First ImpressionsWe have been using the Richmond U Haul location since 1997 and have nothing but praise for the people working there. We have always been treated well and fairly. Bryann deserves high praise for being helpful and kind as well as mechanically skilled. We will miss everyone there.
DR. KEVIN C. MURPHY | Overall ExperienceBrianne did a great job in helping me get into a unit!
Anthony Pua | First ImpressionsLove how easy it is to get one, move in and move out. The web system makes everything so easy. Great location as there is lots of space to drive in, park your car by the storage entrance. Also so convenient to have the Carta available.
Caroline Chiu | Overall ExperienceI called yesterday for statement of my account to be emailed to me. On site I also asked for a closing statement,then I was given a zero statement, It kind of looks right. However if as a customer,after closing the account, an account statement can be emailed, clients like me will greatly appreciate and it is really needed.
LU ZHANG | Overall ExperienceGreat staff, unit was clean, good service.
Penny Jackson | Overall ExperienceThanks for all the extra needed help!:)
Samantha Bryson | First ImpressionsThis was my first experience dealing with U-Haul, and I was impressed with the great level of service I received. The staff were professional, friendly, helpful and punctual. Facilities were well maintained, clean and secure. Keep up the good work and best of luck.
Issam Kaddoura | Overall ExperienceThe facility was very well maintained and clean. The staff was amazing - I really like this location.
Olivia Berumen | Overall ExperienceI found the staff both friendly and helpful each and every time I was there. Moving is stressful and they definitely helped alleviate the stress by making all processes easy!
tania hellam | Overall ExperienceProfessional, helpful, friendly and punctual
Issam Kaddoura | First ImpressionsExcellent services
Moe (ABDELBASSIT) TAHA | First ImpressionsBryann was amazing and continues to be amazing. Fantastic service at Richmond, BC location. Very impressed :) Thanks! Steve
Steve Hubbard | First ImpressionsExcellent staff and service. Thank you Regards Paul Sparkes
Paul Sparkes | Overall ExperiencePretty good! Very satisfied!
Wendy wu | First ImpressionsThe manager was extraordinarily helpful and kind. Great place with amazing service!
don pruett | Overall ExperienceVery nice and helpful people.
Wei-Cheng Chen | Online Move InWas directed to the wrong building and realized so after I started unloading. Unit I was giving had mouse droppings. Staff was friendly and mostly helpful.
William Bourne | First ImpressionsI would recommend this location to my family and friends. The staff were very helpful and friendly , very professional.
Gary Hinton | Overall ExperienceThe complete transition went really well.
dana jerome | First ImpressionsStaff is amazing, thanks!
BRETT NESMOE | Overall ExperienceI've rented from this location more than once and the service has been no less than stellar. Many thanks. I have recently moved to Houston, BC and have a unit there now. At this time, Shell facility will have to share this review with Houston. Both top notch.
MIchael Hemelspeck | Overall ExperienceAbsolutely amazing helpful friendly customer service.
DUNCAN WELBOURNE | Overall ExperienceI’ve seen spiders in my storage several time during pickups or drop-offs
king hang tsang | Overall ExperienceThank you.
Natalia Lemechko | Overall ExperienceElevators work great. Easy access. And I'd like to give a special thanks to Laurie (Sorry if I misspelled your name). You were awesome!
MIchael Hemelspeck | First ImpressionsHonestly the gentleman that helped me was so pleasant and helpful and I enjoyed my experience a lot the only thing I would say is that the storage unit itself had dirty floors there was gravel and stuff in there and I had furniture to store I was a little worried about in there
Ruba Abu Husan | First ImpressionsThe lock was not in the room as indicated in the email. Had to go to the office to get the lock.
Hesong Sun | Online Move InI had a great experience with your staff and facility. Thank you!
mike wang | Overall ExperienceThanks Brian for accommodating my request for changing the Drop-Off location from Vancouver to Richmond. Facility is really good & secured. Thanks.
MAYUR PIMPARKAR | First ImpressionsI was there for 29 years and went through 3 different owners. Never had a problem with anyone from this site..
ROSZITA KLUMPP | Overall ExperienceVery friendly and helpful staff!
Denise Yuile | Overall Experiencevery good staff....helpful and friendly
ROBERT ENGLISH | Overall ExperienceGreat storage spot. Staff are fantastic.
John STINSON | Overall ExperienceThis location has a serious rodent infestation that is not being effectively addressed. The first time I entered my unit and found the floor and my personal items covered in feces, I asked the office staff what next steps were. They assured me that someone would access my unit and clean up the mess, lay traps and ensure the issue was resolved. I went back to the unit two weeks later and nothing had been done. Another time they handed my peppermint sachets telling me that they were a rodent deterrent. I put them in the unit and the next time I entered the unit the sachets has been chewed open with their contents spread across the floor. This is totally unacceptable for the amount of money these units cost per month. Additionally I had been told that the buildings were climate controlled. I did not find that to be the case at all, the units get hot in the summer and are freezing cold in the winter. An overall disappointing experience.
Angela Dyck | Overall ExperienceThanks for your professional handling of business and my locker number D-529. It's tough to be in storage and I was always able to access my unit and belongings and to come and go as I pleased. Best wishes. And special shout out to Bryann Dionne. Sherry
Sherry Lipp | Overall ExperienceThe service is extremely poor. I spelled out my address several times and uhaul sent me an email with the wrong spelling. Not very professional job. I reserved to pick up in surrey but when I got to the surrey location the uhaul guy said there wasn't any reservations. I had to call to the other uhaul place to get a truck. I wanted a big truck but the guy insisted me of getting the smallest truck. The U-Haul guy made the reservation for pick up in Richmond and return to Richmond. I told him I wanted to pick up in surrey and return in Richmond. The U-Haul guy keeps making mistakes. This is very unprofessional and there's no apologies whatsoever. The surrey U-Haul guy called me a few times and he told me someone made a mistake. Anyways I will never come back to uhaul after I move all the furnitures from your storage.
Tina yee-tingmak | First ImpressionsA bit expensive and unfortunately quite a lot of mouse poop in my unit.
johns cinanni | Overall ExperienceBryann took great care of us along with the other staff members. They were friendly and helpful. The storage unit was perfect for our use at the time. Thank you all so very much for the great customer service.
Carol susani | Overall ExperienceGreat experience. The lady was super kind and helpful. Made the moving experience a little less stressful ;) Thanks again! -Paul
Paul Ryan | First ImpressionsGreat service. Great Price. Great Staff
Susie Beggs | First ImpressionsWe had our storage lockers for over 20 years and the facility had been well maintained and convenient.
PETER WONG | Overall ExperienceHappy with the Storage
JEAN PIERRE FOREST | Overall ExperienceLaurie, very graciously handled any needs and requests. She built trust and exemplified reliability!
elaine lee | Overall ExperienceGreat service, but lots of mouse poo in the units.
Dylan Smyth | First ImpressionsI don't live in Richmond, but where ever I am.. or go.. I use Richmond's U Haul because of the awesome staff.
Julie Johnson | Overall ExperienceI was bumped out of my original reservation for a space (the last one that was left) (5 x 5 x 10). I was able to persuade the staff to solve this problem for me. They offered me a bigger space, with one month free, and to let me know when the originally reserved space is free again. I expect staff to take care of transferring the items to the smaller space, once it become available. To me, this is only fair, after I spent hours on Saturday ensuring that this space was reserved, since it was the last one available. The staff were very helpful in finding a good solution, which I really appreciate.
Theo Lodder | First ImpressionsReally would like 24 hour access! But otherwise this place was great!
Julia Goudy | Overall ExperienceBryann was amazing and so helpful. Very fast, convenient and simple process. Had a great experience!
chris liscano | Overall ExperienceA bit of heat would have been nice but it is presented as non-heated storage so that is to be expected (Vancouver in the winter is cool and damp).
Allan Berezny | Overall Experiencenice people
Kai Du | First ImpressionsVery friendly staff Second time storing at this location Both experience are pleasant
wei lun chen | Overall ExperienceAfter moved my stuff into unit I noticed 2/3 of the hinges on the door were broken. The employee forced door shut and said if U-Haul couldn’t fix next day I have to move units. This is Unacceptable.
Courtney Tymko | First ImpressionsStaff is great
Randy Benno Roger Nielsen | Overall ExperienceSometime in the last few months mice got into my unit and caused extensive damage. Bryann helped me out and went above and beyond to make things right. She is an excellent employee. Thank you Bryann!
Warren Wulff | Overall ExperienceNo issues.
Avtar Bajwa | Overall ExperienceWe had rats in our unit and not one person cared. We told the staff. We did not have any food in our unit they put bait in it well of course they will come then. Rats pee and poo every where!!!!!!!!!!
Radomir Roy Kovarik | Overall ExperienceI’ve dealt with other storage facilities this was by far the best and most friendly. If I need services like this in the future I would highly recommend this company to anyone. Happy new year everyon.
melvin brent thomas | Overall ExperienceStaff was friendly. Would be better if this location offered 24 hour access as advertised.
Enrich service ltd | First ImpressionsThank you for the .staffs for their help and service.
A & W Enterprises Ltd | Overall ExperienceStorage space was perfect for our needs. Thanks
erika ruth simms | Overall ExperienceService was fine
Randy Benno Roger Nielsen | First ImpressionsWill be using your services in a month or so from now
Lorna Dreher | Overall ExperienceThe staff were always helpful. There was some rodent activity but that is happening all over the city now.
Jessica Lyn Malkoske | Overall ExperienceGreat experience. Well done.
Jia sheng JOSH LOH | Overall ExperienceThe fees were not explained clearly. The staff was confused about the charge as well. But the staff are patient and nice. They tried to explain the detail.
Jiaxuan Chen | First ImpressionsHelpful
JAFARI FARZANEH | First ImpressionsIf I need the storage again , U haul will be my first choice
key wai jang | Overall ExperienceI actually moved out on May 23, 2019, one day before the renewal rent payment date. I also walked with the on-duty staff to check the unit inside before my last clean up. I would come back for bigger
TW Computing Woo | Overall ExperienceGood location, great and supportive staff.
VOJA ILIC | Overall ExperienceThis time was really a very unpleasant experience.
Ocean Cross Construction | Overall ExperienceI rented storage space for a period of 10+ years (approx.). I am satisfied with the security of storage. James
JAMES CHEUNG | Overall ExperienceLynn and her team always take very good care of our needs, in a professional, friendly manner.
ROBERT donald EKINS | First ImpressionsI would recommend this U haul storage to all my friends because staff are nice
Marites Tan | First ImpressionsGreat team
Marcel Chalmers | First ImpressionsVery good service and understanding about some return on storage fees for month with only having storage for 4 days cause of finding a place before the 1st of the month
clinton murdock | Overall ExperienceYou go for extra miles in serving your customers keep up the good work
Pentecostal Church | First ImpressionsVery friendly and professional!
Andrea Neumann | Overall ExperienceOk
Charanpreet (Preety) Kaur | Overall ExperienceManager Lynn at the Richmond She’ll Road location in Canada, was rude and gave me verbal eviction notice based on her assumption that I was running a business out of my lockers. dishonest and rude!
Adrienna holland | Overall ExperienceThe only thing that was bad is there was mouse dropping in my locker. Other than that it was fine
MIKE HEUMAN | Overall Experienceno comments, all Excellent.
TRI-STAR SEAFOOD SUPPLY LTD. | Overall ExperienceRat droppings in a few units
Cameron jeffrey Rud | Overall ExperienceSuited ours needs very well. Staff was very helpful
HOLLY MCLEAN | Overall ExperienceExcellent to work with in every way. Great staff and great facility. Please don't change!
Grey Haven exotic bird sanctuary | Overall Experiencevery commentating and helpful.
Peggy Ann Macbeth | Overall ExperienceClean and courteous!!!
DEB MCDONALD | Overall ExperienceLast week, I found that the storage's door was crashed and the locked was damaged. I couldn't open the door. No one reported this to me. And, I found a lot of mice dropping on the floor too.
Fung Chung (Christie) Lee | Overall ExperienceLynn is a very pleasant person to deal with.
IRWIN BLISS | Overall Experience