The floor of cab of the U-Haul we very dirty with French fries or potato chips.
Michael H
Customer Reviews for Kensington Auto
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
Most everyone I dealt with at this location was just lovely: friendly, outgoing, helpful. There was one person, though, who was decidedly grumpy and terse with me; good thing about the others!
John-Edward Shope this message finds you well. I am writing to express my concern regarding a recent reservation change that occurred without prior notification. I had initially reserved a truck to be picked up at the Kensington location and dropped off southwest of Calgary. However, exactly one day before my scheduled reservation, the pickup location was changed without my knowledge or consent. This unexpected change caused significant inconvenience and stress, particularly considering the impending move of my household. Additionally, the alteration resulted in unforeseen costs amounting to nearly $70 due to increased mileage incurred by returning the truck to the original location. I kindly request your assistance in resolving this matter promptly. It is essential for me to understand why this change was made and to discuss potential reimbursement for the additional expenses incurred as a result. Thank you for your attention to this matter. I look forward to your prompt response and a satisfactory resolution. Sincerely yours, Mahdi
Mahdi GI have not had good experiences with U-Haul until now. I usually rent a dolly/furniture pads and get charged for them and the location doesn't have them. This time I found my own equipment but when I got to the U-Haul pick up there was everything you could need. You also get to speak to someone instead of just the self pickup (friendly service). The gas was filled up and not 15 miles to empty (which is the norm with U-Haul). Overall, this was the best experience I have had with the company and will only use this location in the future.
Aaron WExcellent customer service, both for pick up and drop off. The only thing with the cargo van was there was cardboard in the back when I picked it up which wasn't a big deal but there was no windshield washer fluid which made it difficult with the wet and muddy conditions. Overall it was a positive experience.
Mia ZDirty truck. Covered in snow. Empty beer cans and timbits in cab. Took an hour to check in due to system problems. No blankets as requested. Was told to go buy them at Home Depot.
Sheri tTruck wasn’t washed/clean however the roads were snow/sloppy and this was inevitable. Overall experience was excellent. Staff were friendly and helpful. Location was easy to access and quick to get to from the trans Canada hwy.
James VThe customer service on the phone and especially in person was excellent!
Cora RIt was a nightmare and too poor quality of truck. The owner also very rude and unkind behavior & attitude to the customer. We would NEVER EVER use again this poor location and would NOT recommend this location to any person. Their service and attitude were NEVER acceptable and the owner SHOULD be trained more for customer oriented service.
Eric SSomeone send me to a location that was closed other then that it was all good.
Javier ENew drivers side wiper for the truck
Eric SMixed feelings. We ordered two trucks here on different days. The first time we never got instructions or a confirmation before picking the truck up. After calling support, they said the shop never input our order, they don't have 24/7 pickup, the system had input completely wrong times than we ordered (earlier by 8 hours), AND they didn't even have the truck we ordered! We had to change all our plans coordinating with 9 movers and go to a different location across town. The second time, one week later, we never got instructions or a confirmation, called support and again they said the shop never input our order, didn't have 24/7 pickup, and we'd have to come back the next day. When we went to talk to the attendant, he was very helpful and said the shop was in fact open, despite Google and the support line saying they were closed. Our whole experience was very poor, except the attendant there on March 9 who helped us a lot. The first truck we got had no snow brush (different location) and we got a foot of snow that day, very dangerous but it was clean and in good shape. The second truck (a van actually) was out of windshield fluid, there was sticky food on the floor of the cab, we were asked to bring the tank back at full but it significantly lower than full (attendant was helpful for this), and there was a lot of damage to the vehicle that wasn't marked down so we took pictures (windshield fully cracked, mirror broken, scratches etc.).
Alaska DVery happy with the staff and the equipment, great experience with no hassle or issues, thank you!
Jessica AThe outside in floor of the car was dirty when I got it. However, being that it is winter, that would be expected. Staff were kind and very helpful. The truck was very useful, a bit too big for what I needed and seemed to not have winter tires on, being that it is winter and -20'C when I used it there were many times when I didn't have traction. Otherwise, I would use this service again next time I am in town.
Mark BReally friendly and helpful
Gregory GEverything was perfect, the rep was awesome, he went beyond my expectations. Kind curtious very helpful. I will come back again when I need a uhaul Rh
Robin lIt is surprising that this location didn't have a dooley. That was very disappointing. I hope they will have enough next time.
Moussa MVery nice and helpfull employees at the station ! and Simple Service !
Jonathan LFriendly and on time..
Karen RThis is something that is extremely hard to prevent but the area around the U-Haul when I first picked up was very ice. Could have used some sand or salt.
Chantel SVery helpful member of staff and a great experience
Douglas OThe location is fine. The folks working there were helpful. The cost/mile sure adds up but I assume that’s the same everywhere.
dawn s5 star
Conan MSmooth and excellent service!
Jonathon FOverall the experience was good. My one issue is the vehicle had clearly been used to haul bottles prior to our using it. As a result is really stunk and so did the items that we were transporting afterwards. I mentioned it to the attendant when I dropped off the vehicle and he did apologize. I do think that it should have been inspected and cleaned prior to renting it out to another customer. Lowell Williams
Lowell WReturning the vehicle was not the best experience. By no fault of the young man that was there on a Sunday did his best, but to have a single person on the weekend just does not help.
Terri LDon't try to move with a car, get a U-Haul! It makes everything so much easier, the van was perfect for my one bedroom apartment.
Daniela FThe truck bed and interior were not cleaned out when I completed the damage inspection. But this was a brand new truck with 3000km, so very nice to work with.
Blair BConvenient pick up. Helpful staff. Thank you.
James BN/a
Benjamin HThe tires maintenance light was on a few hours into the rental. Otherwise the vehicle was good.
Shamir LThe lot was over crowded with equipment and covered in ice. The representative was mean. He made it known that he didn't think I was capable of driving the truck. He comments were intended to fill me with fear and self-doubt. When I returned he screamed at me. His comments were meant to belittle me. It was a terrible experience.
Jennifer Qeveryone at the shop was super nice !
Andrea MHad 7am reservation. Nobody was at location. Called main uhaul line and was told to do self check...fumbled in cold to find truck, and open hood like told too, no key. Staff showed up 40 min late. Awful customer service. Engine light on, and was told he didn't know what issue was. Mover were waiting for 40 minutes for me. Open truck, no packing blankets as ordered. Awful experience. Zero stars
Kirsten SNothing everything was perfect and extremely easy!
Ryan MCustomer service was fine but the location was much further away than our normal pick up location. That was inconvenient. However we were given complementary mileage to compensate for that. Truck was clean but the ignition was a problem. Most of the time the key was extremely difficult to remove.
William BNothing to improve so far it's been one of the best places to rent a U-Haul from. staff are amazing and caring people there highly recommend
jeff bIt was u Der renovation so the drop box was not well exposed and hard to find but the staff was very helpful!
Tyawna EThe person who helped me at the counter was incredibly helpful and they were super kind! I greatly appreciated them!
Autumn SExperience was excellent.
CARL FEverything was excellent. Great customer service on both ends of renting.
Jeanette KThe truck had over 150,000 miles and the ball joints seemed to be worn out. My move was local but I wouldn’t have wanted to take the vehicle on the highway. I had requested 12 moving blankets but none were available. The attendant at the Kensington location was very pleasant. Overall a good experience but could have been better if the above two items had been taken care of.
Robert CThe truck was in kilometres on the odometer but the paperwork was in miles. Couldn’t seem to clue in on that and was about to charge us $10,000 for over mileage. Freaked us out but the gentleman was calm and put the transaction on pending till resolved.
Deb BService was fast and friendly. They did a quick check and asked if I had noticed any mechanical issues, to which I replied there were no issues.
Dev YDon’t offer to book blankets and hand trucks online when you setup an order if it is actually first come first serve. This was extremely annoying as I then had to go borrow a hand truck elsewhere…
Kyle DWhen we took the car there was no gasoline in it at all, the light bulb was on and we refueled it for $ 50 and went on business, we drove 19.60 Ml, when we wanted to return the car, we were told to refuel it for another $ 70, so that it was as it should be 1/4 tank, although we took it with an empty tank! We paid $ 120 for gasoline when recalculating, you minus $ 69.22 for gasoline and I was charged $ 23.30. As a result, I paid $ 23.30 + $ 69.22 + $ 50 for gasoline, which I immediately refueled. I don't understand my truck came out at $143, you didn't refund me $50 for gasoline, do you think I drove it for these 19Ml? It's not right that you give away trucks with an empty tank, how should I understand how much gasoline I spent? I am dissatisfied with the service
Violetta TEverything is just great . Thanks for being in market .
vandana aEverything was fast and efficient, the man who helped us out at the counter was very kind and made the stress of moving very easy with how fast everything was done. They also have a great selection of moving snacks.
Emmalyn CWe ordered some covers and we didn't have it.
JOSSELIN LHave the app work, have the right prebooked vehicle aviable and not overcharge me for a bigger one
Rachel KSnow was not swept from the windshield, hood or box of the truck ready for pick up.
RANDALL JDuring the online process of renting the moving truck you are asked if you would like some other items like blankets, dollies, etc. I selected some blankets and some 4 wheel moving dollies. BUT here is the problem, when I go to pickup the moving truck and the other items I reserved I was told that they didn't have any more blankets or dollies. Apparently even though you are given the option to reserve these items it doesn't mean that they will actually keep them or have them for you. If your not going to have the items then don't allow me to select them as an option during the reservation process as this is VERY MISLEADING.
Ronald GThis might be the only competent U-Haul branch in Calgary; nowhere else in the city seems to be even remotely close to offering the quality of service this branch does. Thank you for having such efficient and friendly service!
Justin CRepair damage to vehicle before leasing out. This vehicle had a badly damaged driver side rear view mirror
BRIAN PBoth of the workers were polite and friendly, very helpful, and professional.
Daylen MHi - a few concerns with our UHaul booking and experience. First, the location was listed as closed and so we had to pick up after hours. We arrived, and we couldn't get our truck as planned because the keys weren't left out for us. It look 30 minutes on hold to figure this out. That said, we later went around the building and noticed they were in fact open and the gas station attendant was able to give us the keys. He said it was a miscommunication - that they were technically closed for pick-up, but he didn't leave the keys out because he was still on site. Anyway, not a huge deal, just a bit annoying. Second, the UHaul was quite dirty. There was an empty water bottle on the floor, and the cup holders were really gross, with old sticky coffee in them. Last, I noticed when I picked up the UHaul, that the gas was just a tick below full. Not a big deal I thought. I drove it a total of only 20km, and it cost me $39.00 to fill it up at $1.33/L. So a little dissapointed there as I don't believe I got the truck truly at "full". My email is nicholas.lapointe@hotmail.com. Nick
Nicholas LNothing. Everything was ready to go at pick up time. Very much appreciated. Best price of all other rental trucks in the city!
Paul JThis old truck was pretty beaten up but it got us there and back The cable on the back door did not work so we had to drive back with the door open but it worked out ok The staff at this location are really considerate and helpful
diane mTruck was in bad shape with excessive damage on the exterior and poorly maintained or cleaned interior. Vehicle ran poorly as well with a lack of power to get to and maintain a fuel efficient speed and if you reduced speed it slowed quickly and then required you to speed up thus wasting more fuel and thus being very inefficient for fuel economy. engine rattled and made lots of unusual noise/sounds probably meaning it needs a major tune up. But about that U-Haul America and by extension its Canadian brand/branch don't want to perform the regular maintenance so that the customer waste money on more fuel and has a large bill when refueling the vehicle upon returning it to the branch dealer of u-haul they rented it from. A very sad and upsetting issue that big business like u-haul perpetrate to get more money out of their customers... which really pisses me off, as well as, not changing the mileage indicator to kilometer per hour instead of leaving it in miles per hour when having a subsidiary company in another country that does not us mph. You guys are just money hunger gnats looking for a free meal on the backs of poor people because you want more then you already have!!!!!!
Angelo D