El cliente no dejó un comentario.Daniyar M.
Customer Reviews for Oak Dollar Plus
(Distribuidor de U-Haul del vecindario)
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.
They charged a $20 fee because they claimed we didn't â€œcloseâ€ the transaction. We returned the vehicle a half hour early and did exactly what the manager told us to. We even took a photo so that we had a time stamp. When we called to complain about the extra charge the Manager told us they don't keep records that far back. It had only been two weeks since we returned it and we had just been charged on our credit card the day before we called to complain. She said we had to call customer service which we did and they told us we had to call the store. So basically we were given the run around and the store gets to pocket our $20. Unethical and unprofessional.SADIK G.
When there was finally a truck available and the location was actually open it worked great, the location staff were brilliant and the only reason I gave any stars at all. But getting to that point involved hours on the phone, poor communication and a ton of my time being wasted. Don't tell people they can check out a truck with an agent and then make reservations on a day the location is ALWAYS closed. Also, when communication by text is selected, don't send an email 10 minutes before pickup time telling someone they can't pick up the truck unless they do self checkout. Furthermore, when you explicitly ask for feedback and/or a complaint is submitted, actually bother to respond and take some ownership for the colossal screw up that you made happen. Oh, and fix your damn system that generates invoices and petrol calculations... all these years in the truck rental business and you're still unable to distinguish between Miles and Kilometers. It's ridiculous.Andrew B.
The digital experience was terrible. The web app didn't work properly (crashed, broken links) and it was not made clear that the service would be completely automated/digital. It took an hour just to figure out how to access the vehicle which ate into our rental time. I even downloaded the app hoping it would be easier/better but it was even worse. It was one of the worst user experiences I've ever encountered and I would not recommend it to anyone using U-haul for the first time.David S.
The mobile check in process is god awful. Won't take the pictures, doesn't give an error message as to why picture wasn't accepted.Ryan B.
This was probably the worst customer service experience I had ever had in my life. I've rented pick-up vans with other competitors in the past and have never had any issues whatsoever until today. I booked the van online with U-Haul.com and the experience was decent. However I had to enter my driver's license and upload the photos twice because the system didn't work properly. When I arrived at the pick-up location at 10am to get the van today, the location was closed. I was aware that the vehicle was a self-pick; however, was very disappointed to learn that the van was located several blocks from the original address. I had call dispatch to find out about where I needed to go and what to do. The agent sent me a link via text to login, which I ended up doing. I took a selfie, and more photos of my driver's license. The system accepted it but then asked to provide two alternate contacts with first, last name and photo number. I have no idea why would you require this since I already provided a major credit card, driver's license, mailing address etc. The customer service online chat agent said they could not reach the two people that I had listed, and needed to provide another name. Meanwhile, I'm standing outside the van, rain is falling, I'm freezing cold and the time is now 10:45am. I had to contact dispatch, I was placed on hold for 10 minutes standing outside the van again, and then passed on to another agent who asked for my credit card information (not sure why because I already provided this), although they didn't ask for two alternate contact people. In terms of asking me for this information on the day, I felt this was totally unnecessary. If you required this information, you should have asked for it at the beginning of the initial reservation. Not had me stand outside with rain falling on my phone trying to fuss over taking selfies, photos, remembering phone numbers of alternate contacts. Ridiculous!!! I did not feel that it was appropriate to list my mother as a contact then be told she wasn't reachable. This was SO laughable. Can you imagine, having U-Haul call your mother to make sure that her 41 year old son was renting a van? When I returned the van to the original location, I used the U-Haul webpage to return the vehicle as instructed. I took photos of the van and odometer, followed the screens, and then nothing happened after I hit continue. The screen just went back to the main menu. I had to call dispatch again for help. The agent told me that they never received photos that I uploaded, and I needed to take another photo of the odometer. By this time, I had already placed the key back in the lock box and walked two blocks so that my partner could stay warm in our vehicle rather than wait outside in the pouring ran trying to fuss about whether we returned the vehicle to the exact location. After finally getting confirmation from the agent that the vehicle had been return successfully, I had told him that this was the worst experience ever and that I would be writing a poor review. He told me that "I am not from customer service, and you will have to advise them of your disappointment". He did say sorry for your experience after we said our goodbyes. I want to let you know that I will never rent from U-Haul again. I fully expect to be compensated for this pathetic experience. This should have been easy, and it was far from that.Todd Q.
El cliente no dejó un comentario.simon P.
Dolly was not present in rental which made moving very difficult, but I was still charged for dolly. Rental was located a few blocks away from the location itself and this is not made clear until you start your rental in the app, and the app tells you to return the truck to the retail location and then tells you to drive it back to where you got it originally which is very confusing. Vans are parked on a dark residential street and they are not marked as Uhauls which makes finding the rental very difficult. No contact made when I included a complaint when returning my rental. Would not recommend using this location.Eoin O.
El cliente no dejó un comentario.Ivan M.
The instructions for leaving the truck were somewhat unclear and assumed a lot of knowledge of me and the surrounding areaconnor J.
The location and people were fantastic and helpful. However, I tried using the contactless service and it was a nightmare. It took 1.5 hours for me to get my truck. I give uhaul no stars. Again, the staff were fantastic and I will do things differently next time.MELISSA L.
Extremely efficient and professional service and very accommodating. Will rent again from here :)Aylwin F.
El cliente no dejó un comentario.Jonas D.
I rented a truck with two dollies and 14 blankets to protect my back and my furniture. I received an empty truck with no equipment which I picked up in the morning for my 9am move. The location didn't open until 12pm and when I called the number a guy picked up who told me bluntly and with no apology or empathy, â€œcall the shop I'm not in the shop today.â€ I assume this was the owner. I continued trying to contact them during the day with no luck. My move out was scheduled from 9-11am with my building and ended up taking 5 hours with no dollies having to lift heavy furniture and single boxes by hand. All other uhaul trucks and equipment were rented out by this time as it was the end of the month. I eventually got through to the location Oak Dollar Plus in Vancouver BC and a very nice woman was extremely apologetic and said that the equipment charges would be removed. This of course would be the very least I would expect as they had forgotten to put the equipment in the truck and made my moving day extremely stressful and difficult. Mistakes happen but it is how a company resolves their mistakes that is the true measure of its integrity and commitment to its clients. I was told I would hear back from them. It's been 9 days and nothing but a full charge on my credit card. I expected more. I hired movers for the next stage of my move as my back is killing me.Benjamin C.
The customer service of this store was exceptional! Super friendly, kind and welcoming. The system had some issues but the store service and kindness overcame it.Fabricio B.
Terrible customer service with owner. I would never use this service again. From the dealer to U-Haul online workers. This was beyond a run around. U-Haul even gave us the wrong padlock code. When I asked for help or a partial refund the lady working for uhaul said she can't I have to speak with the dealer. The dealer returned zero calls or messages I left. Was unavailable all together. I called uhaul again, after several calls all with wait times over half hour they would transfer me to the dealer and hang up. I naturally still have not got a hold of anyone who can help me and have spent several hours on this. I am beyond shocked and upset with this treatment and customer service.Brad S.
El cliente no dejó un comentario.Robert A.
El cliente no dejó un comentario.Mitchell K.
Service was extremely helpful, there was an issue with my visa card which was resolved. Couldn't have been more helpful.Matthew E.
I couldn't upload photos on the app. It almost made me lose the delivery time. I was luck the person who works there was passing in front of the store which was already closed and eh opened for me to finalize the return.Samuel Z.
El cliente no dejó un comentario.Bruno R.
El cliente no dejó un comentario.Giovanni V.
The vans are parked several blocks away on the street which seems unusual.Peter H.
The 24/7 pick up service did not work. The app did not want to load my DL picture. Not sure why this couldn't have been done in advance...... only when picking up the car. Also the vehicle number was wrong in the system. My rental was delayed by 2 hours due a mess of confusion. It was really too bad because the actual service staff were very pleasant.Emily V.
I was not given a dolly when it was ordered. The location of the truck was a far 2 block away walk that was not aforementioned, I am disabled and this created unforeseen issues.Avery G.
I didn't find the myuhaul.com experience to be great, but the location itself was pleasant to deal with.Michael G.
Compensate for the horrible standards when dealing with small business dealershipsLinda S.
The experience was less than satisfactory from the grumpy man (?owner) to the incomprehensible drop off instructions. When logging on to the website we gave up as it was not allowing us to give the location of the truck. Under the guise of saving us time (saves you $) you will then charge us $20! Will rent elsewhere next time. I have no interest in using an appHugh P.
El cliente no dejó un comentario.JASVINDER M.
My experience with you was terrific. You were kind, informative and when I didn't understand something it was clearly explained! I thank you kindly.Robert Bruce B.
El cliente no dejó un comentario.TIMOTHY S.
1. I had to walk two long blocks to even get to where the van was parked. 2. There was no UHaul ID on the van and to say that it was tired would be an understatement. 3. The amount of detail that you demanded of me prior to getting behind the wheel and (particularly) after returning the vehicle made it an experience I will never repeat again. 4. IF I was ever again to rent from UHaul it would only be at one of your depot's, never again from some sub station.Rick G.
El cliente no dejó un comentario.Matthew T.
The reservation system is cumbersome. The entire experience with the app and website is frustrating and cumbersome. After we returned the truck, provided all the required info and photos via the app and paid as requested, we never received any confirmation or found anything online that resembles an invoice. There is no breakdown of charges, mileage, etc, just a note of the "amount paid to date". We assume we are fully paid up on the account but no way to know for sure as there was no furher communication from UHaul to say the truck was returned okay and that we are done. On top of that, the battery died at our first stop and we had to arrange to get a boost to get the truck going again.Patrick M.
truck was a little hard to locate, but convenient checkin with smart phone.William R.
There was no washer fluid in the vehicle. The windows were dirty and it rained just enough to smear the glass with the film. Also the process for returning the vehicle was not simple. I had to call support to get the truck returned using the website as the app failed to work.PIETRO S.
I have recommended this U-Haul location before! The staff at this location are great - very friendly, very helpful, and very patient with me when I had trouble pulling up the website on my phone! ¡Gracias!PAUL N.
El cliente no dejó un comentario.kurt T.
The van looked clean so we marked the cleanliness as "Acceptable" when we got the van. However, there was a cockcroach at the dashboard and some other bugs were found at the cargo. The van should be thoroughly cleaned and sanitized by your staff before the next customer rents it.LAWRENCE L.
El cliente no dejó un comentario.Kevin A.
Problems were a broken drivers mirror and there was some fast food wrappers in the passenger door and the back of the van. Mostly the return process at night was so long and protracted that it made me question renting again from uhaul. And uhaul STILL hasn't changed my email address!!!!! I haven't had my share email for over 10 years!!! And every time I rant from you they say it is changed but it is NOT so it complicated the pick up and return immensely!!!! I want someone to call me about this please! 6043199655Alexander Z.
1) The identification number you gave for the truck was nowhere to be seen on the vehicle. Why not simply give the registration number? This would be so much easier rather than having me to call your call center for more than half-an-hour to be given the registration number so I can identify my truck!!! 2) The pictures for the state of the vehicle you had were not even the same vehicle. You could see on the pictures that this was not the same truck! You could even see the registration number, which did not match with the current vehicle. This is ridiculous.Astic T.
fantastic location, professional service!BRETTADAM H.
Staff was very nice and helpful.LISA K.
I don't have much internet on my phone, so it's annoying that I need to use it to sign in and do the checks on the carRachel H.
My "return at night" online form would not process after three attempts. I'm unsure whether that added to my cost but I had to call in to the hotline to make sure I got credit for returning the vehicle.Darcy D.
El cliente no dejó un comentario.Sara C.
El cliente no dejó un comentario.Andrew S.
I was told the van was parked on Wolfe Avenue - wolfe is a very long street , I need more specific directions. I ended up walking the entirety of Wolfe in the heat. I was also told the box for the key drop was inside the car. It was actually outside the car. I spent 20 minutes trying to find it.Stephen T.
Excellent experience. Very friendly staff, everything ran smoothlyMARGARET B.
The 24/7 truck share for my confirmed/guaranteed reservation did not work at this location. Your site could not recognize my location as it kept saying i was not at location. The bar code on the back door of this location would not scan - I tried 32 times to scan the bar code and each time I received a message "There was an issue with the barcode photo, please check it and try again". Because the location was closed, i tried to reach customer service and 26 minutes later got a hold of someone who said that their system recognized i had started the pickup process but that I was not at the location. I explained I was at the location and was standing in front of the back door with the Uhaul bar code but their system would not recognize my location nor the bar code. She informed me that I would be put thru to the team that troubleshoots the online truck pickup process and that I would not be put into another cue. She connected me which automatically call forwarded back to the original cue. after another 38 minutes I got thru to Curtis (Altus) who tried to call the location manager on their cell number but they were not answering ( 9 a.m. on Saturday). Meanwhile my wife on her cell phone (after a 40 minute wait) contacted Chris (from Uhaul help) who was able to help by making some other suggestions and finally suggesting reinstalling the uhaul app. And then finally we were able to proceed with the process - a few more hicupps with the system not accepting some photos etc but we got it done. We had an 8 am pick reserved; we arrived at 7:50 and had continiously tried the "truck pickup process" (we had previously checked and had added the DL info/photo etc) we were on hold for a total of over an hour (if you include both cell phones it was actually over an 1.5 hours). Because of Uhaul's system/program problems, the lengthy and customer service waits, the inability for customer service to actually help with this automated process, the location manager not answering his phone, we did not get this vehicle ready to go until 9:25 a.m a full 1 hour and 35 minutes from when I initiated the pick up process. This is very poor quality of service and unacceptable - especially for a service that is being touted as customer convenient and user friendly. Not only was I delayed by over an hour and half, but I had 2 labourer's hired at $20 an hour waiting for my arrival. We had elevators booked from 830 to 1130 and now were subjected to another fee to extend the elevator booking and delay caused by the unworking Uhaul pick up process. While your people extended my rental for extra hours, this does nothing to compensate for the over $75 extra I had to pay the labourers because of the Uhaul's defective truck pickup process at this location. I would appreciate a reply to this complaint with my truck pickup process for this rental.surinder S.
El cliente no dejó un comentario.Kyosti S.
El cliente no dejó un comentario.ANGELO P.
The location was fine and the people were very nice. I had booked a flat Furniture dolly and a hand truck and while it was confirmed on my booking they didn't have them. In the end they found they had an appliance dolly which they were reluctant at first to give us! But it worked out. The cargo van smelled bad inside and the passenger side tail light was out.Kathy S.
Provide instructions on where to park.Joshua K.
This location was fine they were very nice inside. However this was the third location I had to go to due to U haul mix up\ their app not working and one of their locations being shut down by the police. Pretty sure I got over charged as their app got the millage wrong and took an hour to recognize I was at the location.Ross L.
Ensure this location has the equipment as per customer request and ready inside truck. I had to drive back to location to get furniture dolly and only to find out they didn't have any at location. If I didn't turn around after truck pickup and question the owners in person, I would have been charged for equipment but not having used any via contactless check-in. The owners of this location did refund me my equipment charge but it wasted my time as I was on a tight schedule with elevator booking, movers, and etc. Disorganization caused inconvenience.Emily K.
I have rented from various Uhaul locations before and this place by far is among the best. Very professional and kind staff who ensured our truck was ready to go and all issues dealt with.SASHA R.
El cliente no dejó un comentario.SEOK H.
Having the vans parked so far away from the store location was inconvenient. Had to walk several blocks in the rain to get the van. As well, I reserved a dolly but there was nothing available when I arrived. Managed to borrow one from a friend but if that weren't possible I'm not sure how I would have managed my move. These two things were a big disappointment but the rest of the experience was great.Sarah L.
For this location there should be a note or some type of information as to where the pick up location will be. it was about a 5min walk from the store front - and its not a big deal but, for some who come with a time limit or with things ready to go the distance and be annoying. A warning on the website would be useful.Antonio C.
Hard to find location to start. Over charged, overnight fee. Had truck 90mins max, drove 8 kms, $68! Won't use again.thomas B.
El cliente no dejó un comentario.Jack M.
The phone app was a bit clunky and I didn't trust it but luckily the staff at the dollar store were really really helpful and made the process smooth and stress free. Many thanks to those staff :)owen R.
Pick up location was closed All day with no notice. Vehicle location very hard to find. Licence plate number provided As my rental was not there with no notice To me of different vehicle. Both pickup and return process was too involved and cumbersome. All in all not very happy with my experienceErin M.
It took me 1.5 hours from the moment that I was supposed to pick up the truck (5.30pm) to the moment that I actually left (7pm) The original truck that I rented was not in the location that I had selected, so after being on hold for more that 15 min with customer service, a U-Haul agent sent me to another location that was a 25-min walk away, only to find that the truck was parked another 2 blocks further. The app was very slow to upload the pictures and I had to restart it several times. And finally, after checking out the truck, the app closed without telling me what to do with the key. Overall, even though I liked the convenience of picking up the truck with my phone, I will go through a human next time that can actually help me quickly.Laura M.
Location was many blocks away from where the actual truck was. When calling in, were given directions, and the incorrect license number. Spend 20 minutes on the wrong truck before trying the truck with a different license plate. Also spend 20 minutes on hold trying to report that and find out if able/supposed to use that truck. Was a mind-numbing and overly painful experience, unnecessarily.Christopher L.
The only hip cup we had was using App first time other than that excellentMuhammadqays D.
Didn't say that the pickup location and drop off location was 5 blocks away from the mentioned addressHem W.
Store was closed. Instructions unclear. Dolly, furniture pads that were ordered were not provided. Of the 10 hours that I rented nearly two were spent standing in the rain, on hold with U-Haul customer service who by the way, were very helpful. No contact information for store available. Pretty pathetic service on the part of oak dollar plus if you ask me. U-Haul however was professional and accommodating as always.Walter H.
My booking had been arranged incorrectly and despite waiting on hold and speaking to various people for over an hour and a half in the parking lot of Safeway, it finally turned out that I'd have to go to another location. The system was outrageously ineffective and it wasted hours of my time. The customer service person, Juanita(?) was rude and actually suggested it was my fault the problem had occurred. The local scheduling person was helpful but on the whole it was an incredibly frustrating situation.Lucas H.
The location itself was fine but the store was closed so we had to get to the back alley to find a barcode to scan in order to get instructions on how to get the van. Once the barcode was scanned, we learned that our van was actually parked at another location! We had to walk for 10 minutes in the rain to get to the van. The van was parked on a busy street, so we had to do the pre-possession inspection of the vehicle with cars flying by at 50-60km/h literally inches away from us. Not ideal.Gianni C.
El cliente no dejó un comentario.Evan S.
The parking is not ideal. Next to bus stop is 2 hours only except permit . Called U-Haul and agent refuse to help me with the parking questions . So I parked according to instructions but they should have choose a better location.MIKE H.
Drop off location is far from where you have to scan the barcode to start the process. Had to walk 5 minutes in pouring rain instead of being able to start the process where the app required I drop off the vehicle.Sandy B.
Make sure the vehicules are easily identifiable. It was not easy to find my cargo truck.Marc-Antoine B.
Van was really dirty inside. It would only let me upload one pic. Should of allowed me to upload more.Michael N.
Fix the app tech issuesSienna S.
It took too long to start the process successfully to move the car.Jeanne Y.
El cliente no dejó un comentario.Ria T.
El cliente no dejó un comentario.Sylvia R.
El cliente no dejó un comentario.Aleksandar G.
Great service from the staff at this location.Chris E.
El cliente no dejó un comentario.Somayeh Y.
Friendly and helpful staff at Oak Dollar Plus. I would go there again for my next move.VICTOR K.
El cliente no dejó un comentario.Suey Sim C.
El cliente no dejó un comentario.Anil R.
Service was great, easy pickup drop off. Nice staff doing the move. But I lost a piece of furniture I think it got left in the u haul. I will call Monday morning to the place I rented the uhaul from. If your able to help me with this please call me 604-349-6358. Thanks, Jessica.Jessica B.
Owner of the place is very rude, I got told from Uhaul to return the van in the lot (I have a screenshot) and he kept saying I was lying and that the van needs to be place on the street, without agreeing of seeing the actual Uhaul account. The barcode to scan is in the back of the store but it was never said or mention so I kept looking for it in the front before calling for service. When I picked it up the van was very dirty, like not being cleaned in a while, due at return I select that the van wasn't clean and I got charged $25 cleaning fee. During return time you guys don't give us the locker code for the key again so we have to remember it or we won't be able to return the van. It was not on the key at all. So far a terrible service in a terrible location, definitely not recommended and won't use it ever again.Marco Z.
The two women were great and very helpfullmarg S.
El cliente no dejó un comentario.Helen R.
El cliente no dejó un comentario.Eleya Q.
The drop off was very confusing. The parking lot the app told me to go to was full, and I could not get any instructions for what to do in that situationErik Bernard F.
check in took almost an hour, attendant bad-mouthed head office, had to re-enter all data required during reservation process, truck was not parked where indicated, was dirty and only had a quarter tank of gas. Advertised rate was $19.95 a day, that turned into $79.95 with no detailed breakdown on the final invoice. On moving day, you have things to do, and don't need to pay for a wasted 1hour and a difficult experience.greg L.
I booked a 24/7 pickup at the oak location. Phone app wanted a location sku which was at the store but van was over 2 blocks away. Has to run back and forth two times then operator had to override on line booking and redo again. Phone support was not available all day. Ran in to problems again with mobile return. System would not acknowledge my location. Couldn't do mobile return. Tried to phone the 1-800 number no pick up all day. Horrible.Paula H.
Online portion was really confusing and glitchy. Check in didn't workPhaedra W.
El cliente no dejó un comentario.Jeremy V.
El cliente no dejó un comentario.Christopher H.
I know you won't do this -- but stop trying to upsell everything. It's really wearisome using your website and having to unclick everything one by one.Jonathan S.
This place charged me ~1000 for repairs to the roof of the van. Fortunately I have pictures that prove otherwise.Andrew T.