Customer Reviews for Guardian Storage
(U-Haul Neighborhood Dealer)

383 reviews

151 W 7th Ave   Vancouver, BC V5Y1L8
(Entrance from the back alley)

(604) 215-0062

Location Hours

  • Mon-Fri: 9:30 am - 5:30 pm
  • Sat: 9:30 am - 4:30 pm
  • Sun: 11:30 am - 3:30 pm
Special Operating Hours
  • 12/25/2021 - 12/26/2021: Closed

Services at this Location:

Contact Us

(604) 215-0062

151 W 7th Ave
Vancouver, BC V5Y1L8
(Entrance from the back alley)

Services at this Location:

Location Hours

  • Mon-Fri: 9:30 am - 5:30 pm
  • Sat: 9:30 am - 4:30 pm
  • Sun: 11:30 am - 3:30 pm
Special Operating Hours
  • 12/25/2021 - 12/26/2021: Closed

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.

Overall Rating:

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Rating:
3.0

Customer did not leave a comment.

GOLY C. 
Rating:
5.0

Customer did not leave a comment.

George P. 
Rating:
1.0

The front tires were flat on the cargo van and after informing the employee they responded "I know". I then asked, Would you like me to inflate the tires? And she said, if you wish ". The tire was only half inflated and it was unsafe to drive until I got to the gas station and filled the two front tires. The van was parked on a steep slope and when I turned it on it said the tank was full. However, on flat terrain it was already 1/8th less than a full tank causing me to have to pay for extra gas to return it at full. All in all one of the poorer uhual expedient I've had.

jeffrey D. 
Rating:
5.0

the facility is dingy and not easy to access. also customer service is almost non-existent. if you have an issue with an employee it is likely you will be writing in a complaint that is then 'handled' by the very employee who the complaint is against - very unethical. the contents of our storage unit were covered in sawdust from work in the upstairs business, and the employee working - also the manager, was incredibly rude and hostile. she did absolutely nothing about it and in the midst of cancer treatment and this pandemic we had to find another facility and move. the prices at guardian storage are much higher for subpar units compared with other facilities in the area. would never use this facility again nor would we recommend it to anyone. there are much cleaner, cheaper and brighter facilities in the area with friendlier employees and better standards of customer service.

Avneet P.  |  Overall Experience 
Rating:
3.0

Customer did not leave a comment.

Charles D. 
Rating:
5.0

Customer did not leave a comment.

Rakesh M.  |  Overall Experience 
Rating:
5.0

The woman in charge was very helpful and went out of her way to assist us.

Georgia N. 
Rating:
5.0

Excellent service, in and out really quick !

Andrea H. 
Rating:
4.0

Customer did not leave a comment.

MARK J. 
Rating:
3.0

I had to wait a while to find the attendant ... then they also charged fir something I did not have.

David C. 
Rating:
5.0

Customer did not leave a comment.

Kamila G. 
Rating:
5.0

Customer did not leave a comment.

Amir Q S. 
Rating:
1.0

This experience was terrible. My reservation confirmations changed 3-4 times prior to my move without my request or approval. I spent 4 hours the night before my move trying to reach someone from uhaul.. I was on 90min hold twice in a row and when I got a call back, no one was there and I got put back to the end of the waitlist. I got booked me for 930 at a location that didn't open until 10, reducing my move time. The self serve process was somewhat tedious as my rental needed all new photos due to damage, which further cut into my move time. This is one of the worst services I've ever hired, and you have just lost a lifelong uhaul customer. Customers should get the full time they pay for and reservation details need to be accurate. Staff need to be checking these details. If something is not available, your computer system needs to be accurately updated so people aren't relying on non-existent products and services. Regarding this specific location, the parking spots are on an incredibly steep incline and it was stressful to have the first step be backing out of there into an alley with low visibility. Despite other spots appearing to be available, I was not permitted to return the van to a different spot.

Eleanor B. 
Rating:
4.0

Customer did not leave a comment.

RACHEL A. 
Rating:
5.0

Customer did not leave a comment.

Tess N.  |  Overall Experience 
Rating:
2.0

Customer did not leave a comment.

Lisa W. 
Rating:
3.0

The place the vehicle was parked was extremly difficult to maneuuver out of. also the same problem when I returned vehicle.Very steep incline so backing out was hard.

Ernst W. 
Rating:
2.0

Stick to your confirmation price for long distance and not charge extra. I made sure to have more km than I needed and I thought the price would be firm. I didn't even use the total km I thought I had included but I was charged more than originally confirmed and quoted. It's deceiving and disappointing when moving is already financially and mentally stressful on its own. This has nothing to do with the location or it's staff, they were efficient. I don't like Uhaul's business model as a whole. Stop being deceiving and confusing for consumers.

KALLE S. 
Rating:
4.0

Customer did not leave a comment.

Gottfried R. 
Rating:
1.0

Lady in the store was extremely rude to our driver. I am very disappointed in this U-Haul location.

SAMFORD T. 
Rating:
4.0

The customer service representative was the rudest experiences of my life. I was called and told the person renting before me was going to be returning the vehicle late - I arrived 20 minutes before my new rental time and I later found out the van was there. But there was no customer service rep - I waited for 15 minutes and then left to get a coffee and when I returned the person did not say hi or how can I help you. She glared at me and then when I said - Hey I'm the one who is renting the van next, you called me about it being late. She continued to glare at me. Then turned to her computer typed something and then finally spoke to me. informing me of what to do next and the rules. Then when I asked for clarification on something she rolled her eyes and say be happy safe and nice. I felt so condescended to. She also stated that she had to teach everything herself- so I should just figure it out. If she didn't receive proper training that's unfortunate - but I did not enjoy being berated and treated appallingly. For that reason I will not recommend this location but others.

Carolyn Y. 
Rating:
5.0

Used this facility for a few years and I am satisfied with their service. Very accessible, friendly staff and affordable.

OMAR S.  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

kevin M. 
Rating:
5.0

Customer did not leave a comment.

Michael H. 
Rating:
5.0

Nothing- the woman at the desk was friendly and helpful.

avelinda R. 
Rating:
1.0

I rented a van here and signed a contract, the employee didnt actually check any of the specs in the van before I took it. The gas was filled up to 3/4 upon renting it, I used a little over an 1/8 of a tank yet I was charged for a not filling it up to full. Veru unprofessional and would not use them again.

alexander H. 
Rating:
3.0

Customer did not leave a comment.

ERIC G. 
Rating:
5.0

Impressive proffessional lady. Another particular thing for me: she was the only person able to pronounce my name properly from the 1st time :) That, has never happened to me in Canada :) It was the fastest and smoothest rental process I've ever experienced, not only with U-haul, but with any other companies... Overall, I am still amazed!

Mugur M. 
Rating:
5.0

Customer did not leave a comment.

Jerry S. 
Rating:
4.0

Customer did not leave a comment.

Francis N. 
Rating:
1.0

rude staff, no direction, waited around for so long. horrible parking situation. would not recommend to anyone

EMI T. 
Rating:
2.0

Tell them to fill up the truck before returning it. We got dinged for 142$ in fuel charges plus a 30$ fee to fill up the truck. That's pretty shitty not to tell us. We sure didn't use that much fuel :(

CODY F. 
Rating:
4.0

Customer did not leave a comment.

Ryan S. 
Rating:
1.0

Customer rep clearly hates her job- has atrocious customer service and probably one of the nastiest attitudes I've experienced in a long time . Business model looks like -try and scam : customers " with bogus fuel charges This is location is notorious for both those things so make sure you document your filling up the gas tank. I did that thanks to lots of previous reviews warning of the scam - Uhaul corporate seems not to care ..

Irphan R. 
Rating:
2.0

Bad customer service. Representative was rude to our driver and threw his drivers license back at him. Very disappointing as before today service has been good at this location.

MIKLOS K. 
Rating:
1.0

Employee didn't walk us to the vehicle, simple gave us the keys and asked if we had questions- a bit stunned I asked if I needed to fill the truck with gas (It's been a while since I rented a uhaul). She said I needed to make sure it was at the same level of gas that it's at now. I filled up before dropping it back off and put a bit more than was originally in it. Then I get my receipt via email and I was charged for gas. I got an email with the contract after I checked in (I was never shown this contract prior or during our interaction) for the truck that I was never shown. The contract shows the tank was full when it wasn't. Very frustrating. I have never rented a uhaul and not been walked out to check the condition of the car and the gas level.

Corin H. 
Rating:
2.0

Faulty gas reading in the Van. I drove the van only 8km and was told to fill to the pre rental volume in the gas tank. Had to try three times at the gas pump to add more and more gas to get the gas level to the pre-rental volume, and was close to $24 in gas. No way I could have used that much gas. I feel your company owes me $20 at a minimum for this.

alex R. 
Rating:
4.0

Customer did not leave a comment.

Jim P. 
Rating:
4.0

No free parking on site so we had to pay for parking then walk around to get to the back alley to enter. Our vehicle still had someone else's drink bottle in the car which tells that it's not properly cleaned. Also when we picked up our vehicle the agent said the gas was full but when I started the car it wasn't full. After using the car I put in $20 dollars of gas but the gage didn't move a bit. Strange.

Jee K. 
Rating:
1.0

Customer did not leave a comment.

Abby H. 
Rating:
1.0

Staff wasn't there at the time of rental, entire space was deserted, waited 15 minutes. The van is parked on a super slanted spot, making the fuel amount hard to determine (as soon as vehicle becomes flat on road, fuel gage changes.) I added proper gas and these pricks dinged me for $10. Stay away.

Bernie Y. 
Rating:
3.0

The customer service was appalling. The woman at the front desk could not have been ruder or more unhelpful. I would say get a new employee.

Fraser R. 
Rating:
3.0

Parking is tight as it is and the exact location of the van assigned to me made it even harder.

Nauman M. 
Rating:
5.0

Customer did not leave a comment.

Kerwood A. 
Rating:
5.0

Customer did not leave a comment.

Ranabir G. 
Rating:
3.0

Customer did not leave a comment.

isaac M. 
Rating:
2.0

Gas was not accurately recorded. No assistance was offered when issue was raised.

Mark N. 
Rating:
5.0

The young lady at reception was very friendly, helpful and explained everything very clearly before giving me the keys.

Terence C. 
Rating:
4.0

Make sure the back of the vans are cleaned before renting out to next person.

JayR S. 
Rating:
1.0

Customer did not leave a comment.

Karli F. 
Rating:
5.0

Everything worked out perfectly. The truck was available exactly for the time I booked it and the person working their was helpful and provided information on how to return it if she is not there. Cute dog too!

Mark O. 
Rating:
1.0

It seems that the person working at this Uhaul location hates her job and should be relieved from it. Effing terrible customer service I have EVER seen in my life.

Shailesh S. 
Rating:
4.0

Customer did not leave a comment.

ARASH K. 
Rating:
5.0

Customer did not leave a comment.

TAYLOR M. 
Rating:
5.0

The staff at this location were very nice to deal with.

NATHAN C. 
Rating:
4.0

The lady working at this location was easygoing , helpful and friendly. A+

CORY F. 
Rating:
3.0

This was my first time using the app pick up and I found it very challenging even though I am tech-savvy. The app on my android phone did not upload the photos I took and the agent had to call me and tell me to use the web app/site. Also I did not know I would have to let people know ahead of time that uhaul would be calling them to verify my ID and one of the people wasn't home and further delayed the process. I realize now this was in the order confirmation email but I think this information should be highlighted and communicated as early as possible in the email because it has the potential to take the most time and and delay the process. What I thought would be a 15 minute process took nearly an hour.

Trevor D. 
Rating:
3.0

The parking brake release lever was kind of hanging loose under the steering wheel. It still worked though but definitely needs to be taken care of.

Nicolas R. 
Rating:
4.0

Representatives at the store were extremely helpful and accommodating. The prices for the distance are a bit too steep. But other than that it was a great service.

HOSSAMMOHAMED AM E. 
Rating:
1.0

Customer did not leave a comment.

Vinah B. 
Rating:
3.0

Overpriced

WILLYAN G. 
Rating:
3.0

This was my first ever renting a truck. I did a lot of research before renting, and I read a lot of comments people left (mostly negative). Their business model is based on robbing their customers s much as they can. Looking for anything that they can make money off. Make sure to go there at least an hour ahead of your time. pay extreme attention to every major/minor damage or scratch before accepting the truck.

Saeed B. 
Rating:
1.0

I called several time and explained to your dispute department about my issue, but the response was really poor!

mehran D. 
Rating:
3.0

The person who I worked with had a bad attitude with me and someone who called on the phone while I was there. I don't think she likes working with the public.

Jeffrey S. 
Rating:
5.0

Customer did not leave a comment.

Noah H. 
Rating:
4.0

Did not have the appliance dolly as booked. Dolly provided was broken.

Anita W. 
Rating:
1.0

I dropped 9KM but it show on my bill 100KM It was very bad experience to this location

TEERAPONG C. 
Rating:
1.0

There was no one to return my vehicle to. Called business no answer and voicemail full. This was at 1:45. Had to leave not and keys on counter and asked them to call me. No one did. Van was somewhat dirty and engine light was on.

Jason G. 
Rating:
5.0

Customer did not leave a comment.

Tim C. 
Rating:
3.0

Clarify in the reservation process whether a location supports check-in with the mobile app or not before the location opens. I was alerted 1.5 hours before my pick-up that my reso is delayed by an hour bc the location doesn't support mobile-pickup, even though two reps confirmed over the phone that I will be able to pickup the van with mobile checkin. This is too last minute and ruined my planned tasks for the rental.

Mario S. 
Rating:
1.0

The attendant was rude and unhelpful. She confirmed i had a dolly in the booking, but didn't tell me where to get it or that it wasn't in the truck. I thought it was in the van as the email said it would be, it wasn't and i had to send a friend to go get it after departure. She was rude to my friend and didn't help. When returning the van she was very rude to me and wouldn't show me where to return the dolly even though I wasn't the one to pick it up. I said I'd be more than happy to do that if she would explain where to put it and she said forget about it and rolled her eyes. I was nothing but polite to her and she was rude to me and my friend, very unpleasant experience. She was also not wearing a mask.

rebecca C. 
Rating:
3.0

Customer did not leave a comment.

Shawn M. 
Rating:
5.0

Customer did not leave a comment.

Johnson N. 
Rating:
4.0

Customer did not leave a comment.

Brad M. 
Rating:
4.0

Very expensive, more than I was expected. They told me about $50 and they charge me $95 why?, I have to call them :/

victor T. 
Rating:
3.0

Customer did not leave a comment.

Kyle N. 
Rating:
5.0

Customer did not leave a comment.

Beverley A. 
Rating:
3.0

Customer did not leave a comment.

gurdeep S. 
Rating:
3.0

Customer did not leave a comment.

chris P. 
Rating:
3.0

Hire friendlier staff please. I found your employee competent but dismissive in her demeanor and really annoyed when asked any clarifying questions...but the truck was fine.

Sheila S. 
Rating:
1.0

When booking the uhaul, it said the truck would be available for mobile pickup. It wasn't until I arrived at the location that I found that not to be the case and I had to wait until the location opened. When the staff member of the location finally arrived, she did not have the keys to the office and we had to wait for her manager to arrive to open the office. I received my uhaul an hour late, which was one hour into my four hour booking. Overall, extremely unhappy with the service I received and it added unnecessary stress to my move.

Haley C. 
Rating:
4.0

The staff members we dealt with were very helpful and accommodating. The van we rented was well maintained, low mileage for a rental vehicle, and ran very well. All in all, the experience was very good.

Steven A. 
Rating:
3.0

Customers are treated pretty poorly with a demeaning manner. NONE of the information I submitted on the online checkout was on their system nor was the additional materials I requested nor the insurance request. To be honest, I was surprised to see that the van was in fact there. Therefore, the contactless and easy checkout I was promised was a hoax. Not only was I treated like shit, I had to make contact with the personnel, resubmit my information, request again the equipment, and then finally leave. Get your dealers and IT systems in line U-Haul.

TOMAS T. 
Rating:
3.0

Train better the receptionist. She was a bit rude at the morning. However everything ok. I'm satisfied.

Kevin Alex C. 
Rating:
4.0

We were supposed to return the van for 4pm, we've been waiting for more than half an hour, we took the pictures of the km as asked and fill up the tank. See picture attached below. We tried to call twice and left a voicemail with no response. There is no note left at the counter by the receptionist either. This is really unacceptable. We had a reservation that we missed due to this unprofessional conduct. I will certainly be thinking twice before hiring U-hauls with you in the future. The girl at the counter just returned and offered no explanation for her 40min absence and was unapologetic. I would appreciate if you could attend to this matter.

Louise V. 
Rating:
4.0

The parking where the U-Hauls are picked up and returned has a very steep incline which makes it a little difficult to get in and out of the location, but otherwise everything was great. Very easy transaction and the equipment was in good condition.

Mollie C. 
Rating:
3.0

Customer did not leave a comment.

TAYLER C. 
Rating:
1.0

The worst customer service experience I have ever encountered. ABSOLUTELY HORRIBLE EXPERIENCE AT 'GUARDIAN STORAGE'! The person working the front desk has zero interest in providing any customer service and seems only interested in antagonizing people. I saw it twice with two other customers while I came to rent the vehicle and when I returned it. One of the customers she even called back, berated her on speaker phone before hanging up! I rented the vehicle for 2 days, but she wanted to charge me for 3, I also asked her why the $130 'hold' on my credit card was showing as a posted transaction (Visa confirmed this). I told her I wanted receipts and paperwork for the exact charges, she said it was on the invoice. But the part of the invoice that shows the credit card transaction amounts is conveniently cut off (she also told me on the day I rented she emailed me an invoice, yet I never received it and tried to show her on my phone). When I pointed this out and that I need to know exactly what has been charged to my credit card she told me she was having a bad day, that she 'didn't have time for this and to take it up with uhaul'. When I tried to show her the paperwork and she could see that my hands were visibly shaking (because I suffer from anxiety, which is exacerbated in these types of situations) she then, in a very confrontational way began to insult me for shaking, at which point I told her its because I don't like being ripped off before having to walk out from this treament! I had to call my credit card company and report my card as compromised to ensure I wasn't ripped off. STAY AWAY FROM THIS PLACE!

CONNOR G. 
Rating:
1.0

You allow for and promote uhaul truck share 24/7, however the location doesn't support this. We booked for a van at 9:00AM using uhaul truck share 24/7 pickup only to find out we had to wait 30min for the location to open, which defeats the entire purpose of getting a van “24/7”. Tell the customer before booking the location doesn't support this form of booking so they don't sit around for 30-40 minutes and eating into their reservation time.

Jeffrey F. 
Rating:
1.0

At the start of the rental I had to wait aprox 20 mins because they couldn't find my reservation in the system. The attendant started arguing with U-haul on the phone while I was waiting. When I returned I did the online return (because the office was closed already) and confirmed the location. Even though I returned the truck with exactly the same fuel level that I picked it up I am getting charged $30 for fuel charge and $24 for fuel. Please arrange to credit these amounts. Thanks

Tabare D. 
Rating:
4.0

Customer did not leave a comment.

Emma G. 
Rating:
5.0

Customer did not leave a comment.

PATRICIA H. 
Rating:
1.0

The customer service representative was neither friendly nor helpful. I was charged nearly $600 for what should have been a $50 trip. I had to spend a significant part of my day rectifying the mistake.

Kathryn H. 
Rating:
3.0

Your scheduling staff over the phone simply do NOT understand that we're in a worldwide pandemic and at least in Canada in the province of British Columbia, the interim driving license issued by the province (ICBC) is a VALID form of government ID. I had to argue with your staff during a move to understand this basic point. That's a fail in any customer service situation.

Mahdiyar B. 
Rating:
5.0

Nothing. The individual that rented to me was exceptional.

BRIAN R. 
Rating:
2.0

The location name is listed with an address that is an empty office. The office is actually in the back of the address shown. There were no signs explaining this situation so I had to ask a few people exactly where the place was.

Enrique A. 
Rating:
4.0

Customer did not leave a comment.

Lisa T. 
Rating:
1.0

The receptionist was the worst I've ever experienced. Me and my boyfriend couldnt find the location so I called and she explained that the van was not ready and there's no nothing she can do. Literally that's what she said no explaining no apology. Then she says there's another customer I can't deal with you. So I go into the building were she continues her attitude. She was on the defense straight away saying this isn't my fault. I explain I know it's not your fault but what can you do to resolve it. Then she goes talks with another customer and right infront of our face they talk about how rude we were. We literally asked one question. That's it. We were upset of how she was speaking to me and that was all. Then my boyfriend tells to her we literally did nothing and you were so unprofessional making us feel horrible infront of another customer. Both my boyfriend and I have have worked in customer service for 10 years and we know number one rule is don't blame the customer for your bad day. Don't react. I will never use U-Haul again. Please train your receptionist or have a decision with her (location 7th Vancouver) that this is the wrong approach and if you have a bad day don't blame the customer because they were told the van would be ready at the certain the when it wasn't.

Krishan P. 
Rating:
2.0

The cars are parked on steep slopes. That's not ok. It is not easy to find either.

Jeremy C. 
Rating:
5.0

Customer did not leave a comment.

Robyn F. 
Rating:
5.0

Fabian was friendly, professional and efficient. Definitely will be my go to spot for renting out vans/pickups.

FREDRICHKELVIN U. 
Rating:
4.0

Customer did not leave a comment.

David R. 
Rating:
4.0

Better information on the rear access to the facility.

Robert N. 
Rating:
5.0

No complaints. Good experience all around.

Ben P. 
No reviews have been submitted for this location.

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