The person at the front desk was extremely rude and did not explain the full contract to us. We were charged fees we didn't know about. Very frustrating experience.Sean R.
Customer Reviews for Guardian Storage
(Distribuidor de U-Haul del vecindario)
Vancouver, BC V5Y1L8
(Entrance from the back alley)
Servicios en esta ubicación:
Horarios de la ubicación
- Lun. - vie.: 9:30 a. m. - 5:30 p. m.
- Sab.: 9:30 a. m. - 4:30 p. m.
- Dom.: 11:30 a. m. - 3:30 p. m.
Testimonials From Recent Customers
Los comentarios de los clientes son muy importantes para nosotros. Utilizamos estos comentarios para guiar nuestros esfuerzos y mejorar nuestro servicio. Todo lo que sigue es directo de nuestros clientes, sin ningún tipo de filtro o edición por nuestra parte.
The woman who served me was beyond rude. I had rushed down to see if it was at all possible to get the van a touch earlier in order to catch a ferry because the ferries were super busy that day. Not only was she completely unsympathetic but she treated me extremely aggressively, including slamming her office window at me. I am not sure why she was so rude and miserable but I had an extremely difficult day ahead and there was not need for her to treat a customer in such an awful manner. I can't think of another time where I've had worse customer service. I have worked in customer service and I think it's important to treat people with respect and kindness, especially someone who is representing a large company. I was so shocked at her treatment that I tried to turn things around by being patient and smiling at her but she was determined to have our encounter be a miserable experience. Needless to say I missed the ferry and as a result had an extremely long and difficult day. The van also was full of dog hair inside the cabin and appeared to not have been vacuumed or sanitized in awhile. I will never pick up from this location again and will warn anyone I know to steer clear of this pickup site.Erin S.
El cliente no dejó un comentario.Samuel M.
Easy and convenient. That staff personal was helpful. We've rented from this location in the past and would do so in the future if we needed a truck.Linda H.
They were very helpful and it's a convenient location for meMargaret Kim W.
Excellent costumer service by the representativeJuan R.
I have rented from numerous locations previously and had great service but this experience was not pleasant. I was told I could have the truck at 9:15 and when I got there at around 9:30 I was told to come back at 10 so the women there could get other things done. When I told her that I had a bit of a deadline and didn't really want to stand in the rain she reluctantly helped and was rude.Joanna D.
The milage was recorded wrong from the last user. This made it difficult to do the after hours return. I've used uhaul services multiple times before at different locations and this time every step of the process had issues. I was unimpressed.Jessica M.
El cliente no dejó un comentario.Atul A.
El cliente no dejó un comentario.Jared K.
Called on Sunday to rent a van on Monday, receptionist claimed her system was down and told me no problem to call Monday morning to rent one for a few hours. When I showed up, Monday morning, system was still down and she basically told me not possible to rent because the van was already rented at 3pm. It was only 10 am. I signed in online, reserved and checked in for that same van. Took forever for her to confirm my reservation. I would not rent from here again.Christopher M.
El cliente no dejó un comentario.David T.
El cliente no dejó un comentario.Tiphaine D. | Overall Experience
The location was fine and staff were friendly but they were not aware of the 24/7 checkin system. The system is supposed to be convenient but was horribly inconvenient and made me late!! You should seriously consider revising this system. I thought the whole point was to be able to quickly check in and grab the keys without having to wait for a representative, but when I finally went through checkin I was told to go inside. No one was at the desk and once I got someone he wasn't aware of the procedure, which I don't believe was his fault: he was helpful.Allison H.
El cliente no dejó un comentario.Volodymyr V.
El cliente no dejó un comentario.Hilton F. | Overall Experience
Clarification for question #5 above: Would I recommend? It depends on whether they are ok with the following. The facility was fine, but just a few things that might be helpful to know before reserving: 1) the "upper level" lockers are accessible by ladder/moving stairs only. Heavy items would be difficult if not impossible to carry up the ladder to store in the upper units. 2) Availability on the U-Haul reservation site did not match the price or locker type that was available when we arrived. Recommend you contact the facility directly in advance to confirm availability and price. 3) The parking area for load-in is on a steep angle. Moving furniture was made more difficult because the truck bed was on an angle so heavy things were hard to balance and dollies would roll downhill and not stay in place for loading and unloading. Otherwise, the facility itself was clean and safe and a convenient location for me. A variety of large and small dollies and hand-trucks were available for use during move-in and move-out.Daryl V. | Overall Experience
2 Main concerns with this location. 1. The location the van was parked was at a 45-degree incline. For the average driver, it can be very intimidating to reverse and maneuver the van out of this spot. 2. The staff at Guardian Storage who release the vehicle to me specifically said to "leave the fuel as is" when returning. Which led me to believe that I should not add any fuel to the vehicle. I have not realized that this was a very misleading statement and it has resulted in me being charged a fuel charge fee. I understand the error on my part but I really wish the staff at Guardian Storage had been a lot clear on this. Unfortunately, I don't think I would recommend this location pickup to a friend or family for U-Haul for these reasons.Daniel S.
Honestly incredible customer service. I wish the access hours were a little more lenient as with a job and school sometimes I had to schedule around when I needed to get to the storage a little more than I would likeTammo F. | Overall Experience
El cliente no dejó un comentario.Keith M. | Overall Experience
El cliente no dejó un comentario.Jennifer C.
This was an atrocious experience. The one person at the location kept me waiting for 30 minutes after my reservation time, to try to "fix an issue" with the uhaul vans, and then he couldn't operate his system properly and claimed Uhaul never reserved one of his trucks. He refused to rent the uhaul to me and said call uhaul to sort it outDan Andrei H.
El cliente no dejó un comentario.Corey M. | Overall Experience
Had issues with the return during after hours. The start mileage on the contract was higher than shown on the vehicle causing issues while trying to return the vehicle, making it more stressful and extra time I need to spend to ensure I'm not over charged.Akshay C.
Good, clean storage space at VERY GOOD prices. Believe me, I checked!!!David A. | Overall Experience
El cliente no dejó un comentario.Karla A.
El cliente no dejó un comentario.Susan R.
Doing a walk around to show the controls on pickup and do an inspection on return would be a better experience in my opinionSam J.
El cliente no dejó un comentario.Frieda L.
The load in area for the storage facility is very difficult on such a steep angle. This is a bigger factor for tenants who access their units and move stuff in and out regularly.Marin M. | Overall Experience
El cliente no dejó un comentario.Stefanie D.
El cliente no dejó un comentario.Kevin C.
The contract stated that the tank was 15/16th full, but it wasn't even 11/16th. As soon as I start the van, it show a low pressure alarm. So I lost time and money to go to the gas station and fix the tire's pressure. This lack of maintance show me that no one check the car before my rental. As said in contract, I return the van with the tank 15/16th full but I did not receive a reinbursement. Also, the adress was incorrect, because the right place it is back in the alley of the address provided.Angela S.
El cliente no dejó un comentario.Alan B.
I think our biggest feedback would be that the woman helping was extremely rude and disagreeable. She seemed to be in a terrible mood and it was very uncomfortable to interact with her.philip G.
I had a good experience. Thank youmonika N.
El cliente no dejó un comentario.GOLY C.
El cliente no dejó un comentario.George P.
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.
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
El cliente no dejó un comentario.Charles D.
El cliente no dejó un comentario.Rakesh M. | Overall Experience
The woman in charge was very helpful and went out of her way to assist us.Georgia N.
Excellent service, in and out really quick !Andrea H.
El cliente no dejó un comentario.MARK J.
I had to wait a while to find the attendant ... then they also charged fir something I did not have.David C.
El cliente no dejó un comentario.Kamila G.
El cliente no dejó un comentario.Amir Q S.
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.
El cliente no dejó un comentario.RACHEL A.
El cliente no dejó un comentario.Tess N. | Overall Experience
El cliente no dejó un comentario.Lisa W.
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.
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.
El cliente no dejó un comentario.Gottfried R.
Lady in the store was extremely rude to our driver. I am very disappointed in this U-Haul location.SAMFORD T.
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.
Used this facility for a few years and I am satisfied with their service. Very accessible, friendly staff and affordable.OMAR S. | Overall Experience
El cliente no dejó un comentario.kevin M.
El cliente no dejó un comentario.Michael H.
Nothing- the woman at the desk was friendly and helpful.avelinda R.
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.
El cliente no dejó un comentario.ERIC G.
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.
El cliente no dejó un comentario.Jerry S.
El cliente no dejó un comentario.Francis N.
rude staff, no direction, waited around for so long. horrible parking situation. would not recommend to anyoneEMI T.
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.
El cliente no dejó un comentario.Ryan S.
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.
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.
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.
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.
El cliente no dejó un comentario.Jim P.
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.
El cliente no dejó un comentario.Abby H.
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.
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.
Parking is tight as it is and the exact location of the van assigned to me made it even harder.Nauman M.
El cliente no dejó un comentario.Kerwood A.
El cliente no dejó un comentario.Ranabir G.
El cliente no dejó un comentario.Froilan G. | Overall Experience
El cliente no dejó un comentario.isaac M.
Gas was not accurately recorded. No assistance was offered when issue was raised.Mark N.
The young lady at reception was very friendly, helpful and explained everything very clearly before giving me the keys.Terence C.
Make sure the back of the vans are cleaned before renting out to next person.JayR S.
El cliente no dejó un comentario.Karli F.
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.
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.
El cliente no dejó un comentario.ARASH K.
El cliente no dejó un comentario.TAYLOR M.
The staff at this location were very nice to deal with.NATHAN C.
The lady working at this location was easygoing , helpful and friendly. A+CORY F.
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.
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.
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.
El cliente no dejó un comentario.Vinah B.
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.
I called several time and explained to your dispute department about my issue, but the response was really poor!mehran D.
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.
El cliente no dejó un comentario.Noah H.
Did not have the appliance dolly as booked. Dolly provided was broken.Anita W.
El cliente no dejó un comentario.Julie G. | Overall Experience
I dropped 9KM but it show on my bill 100KM It was very bad experience to this locationTEERAPONG C.
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.
El cliente no dejó un comentario.Tim C.
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.
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.
El cliente no dejó un comentario.Shawn M.
El cliente no dejó un comentario.Johnson N.
El cliente no dejó un comentario.Brad M.
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.
El cliente no dejó un comentario.Kyle N.
Clean and very centrally located (Off Main & 8th). The people who work there are not very personable but efficient. I found many reviews talking but ramp steepness, but it wasn't so bad after all.Farida E. | Reservación
The lady working there was absolutely amazing and patient. The storage locker was clean and a great size for what I needed. The lady was so thorough and calm, with all that was going on too! GraciasKartika K. | Reservación
Very good service, everything went smooth with my storage.jorge s. | Reservación
Very clean with friendly and helpful staff. The parking is steeeeeeep and kind of freaky when you're parked there because of the incline, but the storage facility itself is great!PASCALE M. | Overall Experience
The service to move in was very good and everything went smoothly. GraciasPrivacy R. | First Impressions
I was told by customer service that this location was 24 seven. When I got there at 5:45 the lady was very rude to me and told me that I could not store my stuff there as she was closing at 6 o`clock.Privacy R. | First Impressions
The staff who signed me up was very nice and helpful. Also another staff took me to the units and showed them to me. The process was smooth and easy.Privacy R. | First Impressions
Uhaul stated that I qualified for a free first month of storage at this facility. When I arrived they said they had never heard of this promotion. I am not satisfied with Uhaul or Guardian.Privacy R. | First Impressions
We did not move inPrivacy R. | First Impressions