Possibly the worst uhaul services ever! They bombard you with phone calls on the day of payment, but decide to put you on hold for an hour & add a $15 fee without notice. 0 stars. read more

I'm very disappointed with my recent experience using U-Haul Storage. I moved out of my storage unit before the start of the next billing cycle and followed all necessary procedures, and removing my belongings on time. Despite this, I was still charged for a full additional month of storage. I submitted a refund request and provided clear documentation showing the date I vacated the unit. However, my request has been completely ignored. No follow-up, no resolution--just silence. This kind of billing practice feels dishonest, especially when it's backed by poor customer service and a lack of accountability. I chose U-Haul because of their reputation. If you're considering this U-Haul Storage (Marine Drive)), be warned: they may charge you for services you didn't use and then refuse to make it right. read more

I loved having their stupid pod mover come early sun day morning with a lousy muffler bussing around my street for 20 minutes. I heard him when he dropped them off as well. Put better muffler on your pod mover guys!!! Tried to find a way to complain on their web site but super difficult to do it or find it so ill say it here!!! read more

Bike hitch install. I brought my car in to have a bike hitch installed. They had many options so I asked what's the difference between them. I was told it's all the same just the brand name. I picked the inexpensive one at $642.83 labor and tax included. On the day of the install, the tech asked me if I had any questions and I brought up a couple of basic ones as I didn't know what was involved. This would have been a perfect opportunity for him to explain what he was going to do. After the install was done, I paid for the bill and went home. After opening my trunk, to my surprise, a big chunk of metal was inside which resembles a bumper. I found out it's the bumper reinforcement bar which he removed but did not put back. I emailed him asking why but I never heard from him at all. I called the following day. He says the hitch that I picked didn't require the bumper to be put back. I said then why didn't you tell me that in the first place. I asked if they had one that would allow the bumper to be installed with the hitch. He said they have it but labor wise, it will cost me twice the amount now to have the old one taken out and the new one put in plus the cost of the right one would be $600+ plus tax. Through no fault of mine and with no details on the products provided to me, I'm suppose to now just fork out more money like it's uncontrollably falling out of my pocket? I don't understand why he couldn't have communicated this the right way. When you take your car in for service, the tech explains what is involved with the service. Is it that difficult to explain something that would take no more than 5 min? Luckily, I did check with my auto insurance broker and fortunately, he says it will be covered even without the bumper. All of this could have been avoided. Bottom line is, explain the work that you're going to do so the customer knows without being surprised. We all hate bad surprises. I can honestly say that I can't recommend this business because of this. This is not how you run a business or provide customer service. read more

I needed to rent a truck for moving. So of course I went to UHAUL. The first phone call took forever and finally I connected with someone in Arizona or something as the local office did not pick up. I was instructed to use their App which failed every time I used it. Regardless I managed to book a truck old school using the telephone. I went to pick up early (Marine Drive East Van) before they opened. I tried to use the App again because apparently I could use it to get a code to open a lock box to get my key before opening. After filling in about 9 screens it then said "Sorry this App isn't going to help you. We were just messing with you. Ha ha." So I waited in the cold for them to open. (Credit to the customer service girls - they opened up a few minutes early.) The paperwork has a form that said "Would like to give us $16 for insurance or would you like to pay $50,000USD for a new truck." After deliberation I went with the $16. Understanding the paperwork would require a lawyer and of course who has time for that when you're in the middle of moving. The truck itself was fine. Everything worked. Bring your own hand cart and blankets though because they hit you for extras like a Las Vegas minibar. You better gas up though before you bring it back because there's a $30 surcharge plus fuel cost if you don't. Also I asked if I could bring it back late. They said, 'sure'. When I arrived late the lot was jammed. But I managed to park the truck in the line-up. (BTW - I saw people trying to manouever a 22' truck out of a 14' parking space. Because of all the rental return clogging it up they could not get their vehicle off the lot. UHAUL was closed and no one would/could help them. (Hey! Maybe move next month guys!) When I went to deposit the key in the letter slot it said "BTW - if you didn't sort out this key deposit on the App that doesn't work, we're gonna hit you up an extra $20 for the inconvenience of us picking that key up off the floor inside." The upside: 1) The truck worked. 2) They didn't hit me with $20 extra for key drop off. The chargers were about what I anticipated originally. READ ALL THE FINE PRINT. Get there early and be sure what you are signing up for. They have a LOT of rules that make everything your fault. And take a LOT of pictures of the outside of the truck and the inside before you leave the lot. You have to have evidence of any prior damage. read more

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THE WORST EXPERIENCE OF MY LIFE!!!!!! We booked Uhaul's UBoxes to be shipped from Chantilly location to Canada. Loaded the uboxes on May 13, and it's been a month now and the boxes haven't been delivered here in Canada yet. The guaranteed delivery date has passed a week ago. It's been 2 weeks that I'm continuously trying to get an update on my uboxes. I have tried calling them on phone, contacted them via online chat. But no one has actually helped me with that. Every representative just keeps on tossing my call to different departments in US and Canada, then back to US, and again back to Canada. I have been so patient and been kept on same call on hold for 2-3 hours everyday for past 2 weeks. And, the worst part is they don't even log my queries on the order or ticket system, or something, the very next day new representative picks up the call and starts the same call transferring game. They've NO system to track the boxes. I'm not even sure if my boxes have been actually picked up from Chantilly location yet or not. Because, every person on call gives me different information. Few of them told me that my boxes are ready to pickup at Vancouver, you just go and get it dropped off at your home. But people at Vancouver location says the boxes are not here! WTF!!!!! If any responsible person at UHaul reading this review, kindly help me getting my uboxes. Thanks! ‐------‐---------------------- Update: Received the much awaited notification - Our boxes have reached the border. But, Uhaul charged us for another one month rental! Not any of our fault here, and its just 2 days past the month that we booked for. They're just THE WORST!!! -------------------------- Update 2: We cleared our boxes at Canada Border Customs on June 14. Our boxes have been placed at bonded warehouse. Now, Uhaul is still not ready to pick up the boxes and deliver to our place. Their scheduling team says that they can pick up the boxes from warehouse latest by Tuesday next week, and then it'll be moved to Uhaul Vancouver location first. Then they'll contact us for delivery to our place! An escalation ticket was generated for us. Just got to know that it has been closed by the manager saying that he couldn't connect with us on the call, and left us a voicemail. We didn't receive any call or voicemail though! This is getting more n more DISAPPOINTING!!!! read more

Friend needed help with driving a U-Haul truck. I came with him to pick up the truck. He placed the order online. As I will be the one driving the truck, U-haul asked for my driver license and etc. Pick up went very smooth. The truck we picked up was very very scratched up with lots of dents. We did spend some time to report damage. We were looking for sticker with "X" along the vehicle. Anywhere that had that sticker meant that the damage was reported. The truck was easy to drive. We rented the 15 by 22 feet truck. They charge a one time fee of $30 something and a rental fee of $29.95. They also tag on the cost for insurance and etc. They also charge by the mileage. The entire rental came to $135ish. My friend also rented two dollys. Returning the truck wasn't too bad. We were lucky that spent a good amount of time to inspect the vehicle. The guy asked about a damage and luckily we reported it when we picked it up. So we were good. The guy inspecting the vehicle later looked at his record and said "oh looks like the previous renter has paid for the damage". Like I said it went very smooth. It was not a difficult job. read more

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Their pod service sucks never even consider doing a move or storage with these guys they suck. Horrible service they cant do anything fast or corporate with their customer request. read more

Ramandeep will scam you on the environmental $5 fee. It's $1 for same location drop off and $5 for one way. She won't tell you that and put hidden fee on read more

U-Haul Moving & Storage - Environmental mental fee scam - Self Storage Near Me - Vancouver, British Columbia

ZERO STARS! Worst f___ing company. I was transferred twice incorrectly to speak to someone about the last minute change they made to my reservation, and they changed my pickup location to over one hour away, the size of the rental unit and the number of days I can rent it! Now, at 60 years old, I have to drive 2.5 hours just to get the unit, and load it by myself, drive to the new location, unload into a storage unit and drive again to drop it off, ALL IN THE SAME DAY. NEVER EVER WILL I USE THEM AGAIN!!! read more

Unreliable Service and Last-Minute Cancellation I am extremely disappointed with the service provided by U-Haul Moving. We made a reservation for a moving truck a month in advance, and received a notification that our reservation was canceled 4 days before we move. We were suggested to travel from Vancouver to Powell River to pick up a truck for our move to Chilliwack. I caution anyone considering U-Haul as we have come to find out this has happened many times with friends/family, some of them having cancellations the night before/day of. Our experience has been far from satisfactory, and we hope that others can avoid the stress and inconvenience we have endured. read more

We reserved a truck and tried to use their 24/7 pick up process. When we got to the pick up location, we could see the truck, but we weren't able to get access despite following all instructions. After waiting 30 mins to speak to a representative, they had told us that the previous renters didn't return it on time and the truck couldn't be rented out because it hadn't been checked in. In the end, we weren't able to use the truck and wasted 40 bucks on an Uber to and from the pick up location. What a disaster. 1/5 stars, they should have notified us as soon as the truck was not checked in. We booked an elevator and lined up people to help us move for nothing. Never again U-haul.... never again. read more

4 words that summarize my experience with U-Haul? BAD Communication. Indifferent Service. I needed a trailer hitch and bike rack installed. I called U-Haul and explained to the customer service rep that I needed a rack that held the weight on the wheels to avoid damaging the bike frame. She suggested a specific bike rack that would do that and then added the bike rack to the work order for installation and told me it would be done in an hour. When I arrived at U-Haul, the customer in front of me was irate because he was being billed for something that he felt he had been told that he wasn't going to be billed for. When I finally got to the counter I was told that it would be up to an hour and a half for the install, not the hour I'd been told on the phone. An employee then went around my car looking for dings and scratches and made me sign a document that there was a small scratch on my front bumper. I know this... it's my car... I'm completely perplexed why this is an issue - the bike rack isn't going on the front bumper... but ok... I come back later and the technician has installed the hitch and rack, but wait... it's not the rack the U-Haul customer service rep advised - this one holds the weight by the frame. My bike frame is angled and it is a problem because all the weight is now held on a singular point. In the technician's defense, it appears that the customer service person I talked to on the phone put the wrong model down on the work order. Not his fault I guess. But sorry - we are all out of stock for the rack that you had asked for. So what do I do? I'm leaving on vacation with the goal of riding my bike... but the bike rack I was promised isn't available. So I'm kind of forced to suck it up and purchase a bike rack model I don't want, hoping it will work, with no real effort by U-Haul beyond a 'shrug' to make things right. But when I go to pay they then tell me that I CAN'T pay unless I give them my drivers license info and mailing address??? I stay really polite here but explain that I don't provide that information and that they don't need it. I've had 2 companies lose my personal data in the last 4 years, which has led to some pretty big identity theft related headaches. They insist that I MUST provide this information, to which I reply that I'm not renting or leasing anything from them - I'm just purchasing a product and having it installed. They stand firm that I HAVE TO provide it. I point out that by law I do not, and that I could go to ANY store within a 100 mile radius and make a purchase without providing this information, and that, as much as I'd like to pay them and leave, if they actually want to get paid they should maybe just accept my credit card. Finally, a manager appears and magically they can just let me pay them. I get home, get my bike... and of course... the wrong rack that got installed doesn't properly hold my bike... Looks like I'm going back for another round of customer service, and I'm morbidly curious if they are going to tell me that they can't process the refund without my drivers license and mailing address. If you value your time, like things done correctly, or prefer doing business with companies that at least make some small effort to make things right when there's been a mistake on their end... then you might want to try a different company. I'm wishing I had. read more

I rented a 26' truck for a move last month. We got the truck loaded and headed to the public storage on terminal. We were just turning into the driveway of the storage facility when the trucks engine stopped. Blocking the entry to this business. I had hired 5 people to help me with my move paying them $25 per hour. I called the number for uhaul support and it was almost 21/2 hours until the service man arrived and got the truck going and moved. We were told to leave the truck running for the rest of the rental time. Fast forward to going back to my last apartment to pick up what was left, the tail gate jammed open and would not come down. This meant I had to determine what was most valuable to.me to pack the cab and hope for the best with what was in the back of this open truck So I have asked to be compensated for the 2hours and 15 minutes of having my hired labor standing around unable to unload. I also had to walk a fair distance to take out the overage of time and labor in cash. It's now weeks later, hours on the phone or in email correspondence. At first I was told the would pay me. Then I was told she had to run it past the manager. Then I had to produce an invoice which was the names contact phone numbers and the hours of work and what they got paid. Initials for acknowledging payment. That document was unacceptable to their accounting. It had to be a printed invoice.( Who on a moving day has a printer hooked up and ready to go?) So I produced a record of the labourers with their contact information and printed it off so it was tidy and organised complete with the hours worked and what they got paid. (I did not include myself in that lost time nor the backpack that wandered out of the open truck) Still not good enough. They now needed proof o paid out the money. Clearly this is a shell game to avoid accountability. They sure do want their money up front. They even have you estimate the distance you think you may use and make you pay that before you can leave the lot But should you encounter the stress added onto an already stressful day to later be told you'll be compensated, then a shell game of passing you on to one manager then another and another, repeating the story over and over again. Eventually escalated to headquarters in the states. It's been a month and nothing resolved. It's pretty poor customer service when the service is missing altogether and replaced with any reason they can come up with to avoid any accountability. It's shameful. read more

Absolutely the rudest staff member I have ever met. I bought some boxes and tape. When asked how I wanted to pay I said debit card in clear English! I inserted my card and she said your credit card was declined she said loudly so others would hear her ( REASON IT WAS DECLINED AS SHE TRIED TO PROCESS A DEBIT CARD AS A CREDIT CARD ) I again said debit she says why didn't ya that before I told her I did I paid my bill and walked out I will never step,foot in this location again and will ensure my friends and family go elsewhere as well read more

One line review: They got the job done. This was not a premium experience. I explained to the rep how much stuff I'd be hauling, but she couldn't recommend the size vehicle I would need, and I ended up with far too much truck. It probably didn't cost too much extra, but it was annoying. There were hiccups during the pick up and check in processes, so things took longer than expected. On the other hand, the staff were pleasant, and the truck performed as hoped. It was pretty gutless, even empty, but it did the job, and that's really all I cared about. Bottom line: Good enough. I would use them again, but it was enough hassle that I hope that won't be often. read more

Moving is stressful enough, but when Uhaul has you driving an hour out of your way to grab the truck and then another way for the auto transport is beyond frustrating, and customer service (especially in British Columbia) is the worst. We have used this company three times in the last year and twice have been in the Okanagan area, and each time it has been the same issue. The lady who works in the scheduling department needs to find a job that makes her happy. read more

i should have read the reviews before making a reservation. Moving is stressful so we booked a 15' truck 4 weeks out. today, 1 week from our move, they tell us there are no trucks available, and there aren't any other sizes available nearby. the price we had was at least 50% less than what was on the website today. do not book with them they don't care about customer service read more

Very disorganized They step me up as a service center and then didn't give us the proper login and it took months of people calling trying to book but guess what, we couldn't log in. read more

Ordered a truck, was t available as promised, spent 30min waiting and still didn't arrive. Was sent to the UHaul depot and waited in line for 20min and had to leave as we wasted almost 2 hrs with travel. Called to make sure we wouldn't get charged and the lady was very uncaring... no apologies or anything. Waste of time. read more

Uhaul says they will find an alternative if they don't have a truck at your pickup location... that alternative is almost an hour drive away 1 way and 2hrs after your requested pickup time... super helpful when you have to pack up and move your entire apartment by noon and you won't be back with the truck until 11 with this "alternative". You think in a major city they would have plenty of trucks available and reasonable solutions... maybe they should move the truck to the requested location not expect you to drive an hour one way to get it. Would not recommend Uhaul unless you have unlimited time and money to move. read more

I must have been very upset that day because of my back injury. I would file this under "as much my fault as theirs".

So disappointed with U-Haul in Vancouver on Marine Drive. We have been frequent and loyal customers for many years, but never again-going with another company forever now. We booked a truck for a move on Thursday May 18 2023 to be picked up the following Thursday. It was for a truck and hitch to go one way from Vancouver to Penticton. They sent a confirmation email on Thursday May 18 at 1 with the details confirming the rental. On Tuesday morning ( May 23) they called at 830 and left a voicemail saying they had cancelled our truck as they didn't have any trucks. We called back .. "um what do you mean you cancelled the truck , we need to move on Thursday" . Their response (from Rajn,) yeah sorry we have no trucks available. We said "but you confirmed the reservation and on the reservation email it says if you don't have the equipment that you promised to have you will find us an alternative. " . Rajn says " Yeah well we have a truck in Duncan". You would like me to take a Ferry to Duncan to pick up a truck - one day before my move?? Are you going to pay for the Ferry " From Rajn " No we don't pay for that" I ask to talk to the manager . she is not there. I call back in an hour ( panicking as I now have no truck for my move), the manager is busy. I said I would wait. After numerous transfers, holds, waits, I am transferred to another customer service person who offers me two options. I can take a Ferry to Lady smith to pick up a truck ( no hitch available at all), or I can go down to the US and pay US money in Fernwood to pick up a truck and drive it through the border. I choose the Ferry option. It costs me 12 for parking, 37 dollars to go over on foot for two adults, 60 dollars for a taxi from the Ferry to the truck rental place, 205 dollars to drive the truck back over the Ferry. So an extra 314 dollars , plus a day off of work and an extra 12 hours of time. Seriously U-haul, this is very bad customer service. Don't use this company-ever ! read more

rate one star because this is the minimum allowed. whatever you do highly recommend to not use their service. I reserved to delivery the ubox on Monday, toke a day off, asked moving people waited for a whole day! u-haul silently changed the delivery date to the next day. read more

I will NEVER book this again! They charge you so many hidden things that are not written anywhere and not explained. - They charged 20 $ for late fee use - never knew it would be charged (IT IS NOT IN THE BOOKING ORDER) - They charged another 20$ for gas even though I returned it with MORE GAS THAN I GOT IT - They charged 1.24$ MI rate rahter than the 0.79 stated on the contract - There is no line to discuss it Just horrible Dont use it read more

I started using this storage at this location in Sept and just yesterday I went there to take some stuff out, there was tons of mince poo everywhere in the storage, couch, boxes it is disgusting. I told the front desk about it and try to tell me no food boxes in the storage which I do not have a single food item in there. Going to have to re-locate a space before my stuff gets chew up in there. read more

U-Haul Moving & Storage - Self Storage Near Me - Vancouver, British Columbia

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Unbelievable is all I can say. I made a reservation for early morning because I am coming in from out of town and have booked a hotel the day before. I'm in the hotel and I get a call saying the trailer will not be available until mid afternoon AND it's on the other side of town from where I booked! Now I'm screwed because the trailer isn't available until mid day and I have to drive across town and still have to pack it up. The reason I booked an early pick up is so I don't have to drive back at night. Basically I either take it or leave it and wash a trip, hotel stay and everything else down the toilet. THANKS U-HAUL. You have totally wasted my time and money! read more

Use extreme caution when dealing with this location. They lie about needing their vehicles back at a certain time then put through additional charges without authorization. Very rude and aggressive. It is very unethical. read more

U-Haul Moving & Storage - Truck - Self Storage Near Me - Vancouver, British Columbia

We booked our move with U-Box from Montreal to Vancouver, thinking it would be safer and easier that way. Nothing was easy about our move and it is STILL difficult to get a simple U-Box delivered to our new address in Vancouver. Everytime I call U-Haul, it takes over an hour to make simple changes. 1. We made a reservation for a U-Box in downtown Montreal about a month prior to our move and everything looked like it was set up correctly. However, we were told the night before that no U-Box was available for us. This is simply unacceptable, knowing that moves like these involve a lot of people, logistics and energy. 2. I am currently on my second call with U-Haul to simply deliver our U-Box to our new address in Vancouver. I have been on hold for over an hour and a half and have been transferred from the U-Box department to customer service to the Montreal storage space. I was told yesterday that our U-Box would be delivered July 1st and that I would receive an email confirmation. No such email was received and I am being told today that no email confirmation is possible. I am still waiting and do not feel like being treated as a human. 3. I tried making changes to my reservation online, but I am unable to create an online account on the U-Haul website. When calling customer service in Montreal, they were unable to help me with this issue. We will never choose U-Haul again. Unprofessional and unreliable. read more

DO NOT USE THE APP!! This new system where you "request" booking equipment through the app is the worst system I've ever used via app. The app lets you pick any location and time for pick up, it doesn't tell you if the truck is available or not, then someone calls you 24 HOURS before your move to tell you "oh actually there isn't a truck near you". That really doesn't give someone who's moving time to make other arrangements. How is a customer expected to be happy with such service?? We booked a week and a half early to make sure it was there and ready to go not so we could be told 24 hours before we need to move that we can only pick up a truck 3 hours away and somehow move 5 hours in the opposite direction and also return it within 24 hours. Not a happy customer. The last time I will ever use uhaul services. read more

If I could give less than 1 star, I would. We paid over $3000 to ship our belongings via Ubox. We were promised by multiple CSR agents that our belongings would be delivered at our address. Our Uboxes arrived at a Uhaul Depot 300km away from where they should have, and now we are being told, oh well we dont deliver to your town... even though my bill, their website, their computer system says that delivery to my town is pending. "You have to rent a truck to come pick it up yourselves".. even though, two days before arrival we were guaranteed by our CSR that our shipment was arriving at our correct destination. I have been passed around from agent to agent, location to location, and keep getting nowhere. WHY THE HELL would we spend $3000 on a shipping solution, to not get our belongings shipped to us?? read more

U-Haul Moving & Storage - Self Storage Near Me - Vancouver, British Columbia

Returned truck with more fuel than it had when I picked it up. They still charged me an extra $15 for fuel. Ripoff.

Despite our reservation requesting a return to a south Vancouver location, North Van Uhaul gave us a truck that apparently had to be returned specifically to the North Van location without notifying us. When we complained that our reservation had said otherwise, that no one had let us know, and that that it was a considerable distance for us to drive all the way to North Van, we were met with rudeness and a dismissive "it's-not-my-problem" attitude. Even customer service wouldn't do anything over the phone short of telling us we'd be charged a $250 fee if we didn't bring the truck back to North Van, even though the whole issue was Uhaul's fault from start to finish. Employees literally laughed in our faces because we were visibly upset. so yeah. Awful. read more

If I could give it zero stars, I would! I worked there in 2007 and their booking system is garbage and apparently still is. Last week I booked and twice they've called me to tell me things weren't available at the location or the vehicle I wanted. Never again! read more

WARNING - do not go to Uhaul You will be charged hidden fees, late fines, cleaning fees etc. I extended a one way trailer on one occasion by one day and noticed a $200 charge for a day, even though the trailer was $35/day. Clean fee was also added. This took me 2 weeks of arguing on the phone when I finally got through, and nobody at the SE Marine Dr was ever there in a management role, only clerks that would smirk at the troubles. Obviously they see this a lot. Today, went to collect a trailer (last resort using UHaul), booking was made on Tuesday online and have the email confirmation. Once I wasted 1/2hr getting to the SE MArine Dr location the clerk said the reservation was cancelled. Again, no management and smirking. You have been warned read more

one of my most horrible experience at moving was with uhaul. I book a van over the phone with 2300 John st Markham Ontario. At the pickup time the store owner never helped with the rental he just gave me the key to pick up the van. one of my most horrible experience at moving was with uhaul. I book a van over the phone with 2300 John st Markham Ontario. At the pickup time the store owner never helped with the rental he just gave me the key to pick up the van. The van supposed to be 107 if my millage was around 60. When I got the receipt, They have charged me 450$ for it. When I contacted them they are saying that their terms have been updated and they are charging me for the van that was broken because I accepted the term and conditions which indicates I accepted to pay for the van damages even if it was broken when I picked it up. I never was notified by store owner that van has a black plastic on top of it which is broken or damaged. Here is the way management emails with complete ignorance about the situation and put all the fault on client . even I sent them several images of the pick up time they never accepted the pictures . Clearly they just want take money from people making up reason for it. read more

Horrible is right! Reserved a vehicle for the long weekend. when we went to pick it up Friday am, they said they had tried to contact us (they hadn't), cancelled our reservation because we didn't get there early enough (we arrived at 9:15 because the website said they open at 9 am but actually open at 7 am). Made it sound like our fault so they had changed the reservation to have it back Monday 7:00 am instead of Monday 4:00 pm. Apparently they had another reservation for Monday morning. Offered us a different vehicle, for pick up Friday at 4. We agreed but of course the vehicle wasn't back yet and did we want to come back later. We said absolutely not, told them they could keep their truck and reading the reviews already posted here, seems like the norm. BAD SERVICE, BAD ATTITUDE AND RUDE EMPLOYEES!! read more

Had a pretty terrible experience all around. Will certainly be looking for alternatives in the future. The problems I had to deal with were as follows: 1. I originally booked a 10 foot truck. About a week out from the rental I called to change it to a 15 foot truck. They told me made the change for me. A day before the rental I logged in online to also rent some furniture covers and noticed that I was still scheduled for a 10 foot truck. After waiting close to an hour on hold to speak to someone, I was told that despite my call a few days earlier and a note on my file, they could only issue me a 10 foot truck. I would now have to make 2 trips instead of 1, pay for twice the mileage and waste a few extra hours of my time. They apologized and issued me a $50 credit. 2. They said they would 'add a note' to include furniture covers - I pressed and said that I wanted the covers formally added to my reservation, not just a note. After close to 10 minutes of going back and forth, they finally agreed to add it to my reservation. This was something I would be paying for - fine, no problem there, however I'm not sure why they were hesitant to change my reservation. 3. I show up the next morning and look to begin my rental using the app rather than standing in line inside. After 10 minutes I cannot get the app to work properly (I am a reasonably tech-savvy person, the app just kept crashing). So I eventually go join the line. 4. I finally receive the truck, check the back, and there are no furniture pads - I have to request them again and wait for them to be delivered. 5. I turn on the truck and see that the battery light is on. I ask a staff member what that means, they could not tell me but told me it would be fine and sent me on my way. A few hours later after unloading the first of my two trips, the truck won't start. I wait on hold for close to an hour without anyone picking up. I eventually try to use their mobile site to file a service request. The mobile site crashes constantly in safari on my iphone. I then try google chrome and it works. Within a few minutes someone does contact me, and they understand the issue and dispatch a tow truck to help. 20 minutes later the tow truck arrives, gives me a jump start and I'm able to get the truck running again. However because I could not drive the truck away I was issued a parking ticket shortly after the time I initially tried to drive away as I exceeded the time I could be stopped on that part of the street. After driving back to my old apartment, while loading it I had to keep the truck running and burning fuel (which i pay for) because I was afraid the truck would die again. After the rental I call U-Haul to explain the parking ticket ($100 value, with a decrease to $60 if paid within 2 weeks). I explain that they only reason I was issued the ticket was because their vehicle failed and their staff told me it would be ok. The provided me with a $25 credit - so I still lose out on $35 on the ticket, the extra gas I had to burn, and over 1.5 hours of wasted time waiting for assistance - all in addition to having to make the 2nd trip in the first place because they didn't provide the truck I booked... I would encouage anyone considering U-Haul to look for alternatives with better customer service. read more

if you are in Canada, make sure to double check your receipt: we were charge in mi instead of Km...

Shady business practices. They have clearly trained their staff to be as ambiguous as possible with customers to keep business. Be warned that even if you call and speak to two different people, before you even book and after booking, that they will reassure you the pickup time and location are fine...when it's not. That warning they put that you'll be contacted the night before (because there's zero other planning involved when moving /s) isn't a warning....it's a fact. Your pickup location or time will change. read more