Installation was to be at 7am, didn’t start until 8:30. Total wait time, 3+ hours.
David JonesCustomer Reviews for U-Haul Moving & Storage at Upper Wellington
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.
William was helpful, kind, and friendly.
Leo RebeloToday I got my hitch down on my ride and I was so nervous before I got it done. When I got my ride back what an awesome job they did. They were so nice to me and very helpful and very friendly people. I would say if you’re getting a hitch done go here because they were extremely helpful. Thank you team and I am very grateful for your service.
Glyn VeyseyBe ready for booking at the time of opening. Waited 45 mins for the van because staff was not ready. Charged $250 damage fee with zero context or explanation or proof. Took weeks to get a response to why I was charged. Now I hear it’s roof damage which is suspicious given I moved a mattress and a disassembled bedframe all of which lied flat on the bed of the van.
David AselstineWhen a customer does a walk around of the, it should not be incumbent on the customer to report damage on the vehicle. I don't mind pointing it out, but I don't have time nor familiarty with the site/app do upload photos. This should be done with an employee, especially when they are not busy. All employees were polite and likable, but this issue was extremely annoying.
ROBERT PLAENKGreat staff. The young woman I dealt with was very professional. I’ll be coming back for sure.
Mike HumphreysThe waiting time to be handed the truck keys is ridiculous, there should be a warning about being there half an hour in advance at least to make sure you receive the truck in the schedule you have planned in advance. Clearer instructions could be located at the site as to how to do an express check in and provide the necessary information before approaching the counter.
Deivy MunozVery helpful staff
Krys ArciszewskiFan was not working and was told key will be in lock box 1 when i got back to the uhail they were in the back of truck next time tell people where you put keys so they dont spend time trying to find a lock box with a 1 and a lock on it other then that it was great ans will come back and tell friend they are a good spot 8/10
TRAVIS CARBISAs rental co.'s do, return $ or offer coupon on gas that exceeds what was prior to rental.
Annette BrunnerThe rate per kilometer was showing $0.69 and at the payment time, it calculated as $1.11 / kilometer for van so it was totally wrong
Arpan TrivediMade sure to fill the gas back up to past the marker before returning vehicle as indicated and was still charged $13.31 in fuel… so I spent to fill the small amount of gas I used but was also charged additional by them I feel like the ownership recently changed at this locations but clearly not for the better as this was Not the first time this has happened at this location making it feel like they do this intentionally to drive up amounts due
Kieran Zierer-ClykeVery well informed employees. Gave clear instructions and communicated well.
Rachel BouwmanI didn’t like service the lady that works there got attitude
Hadiso AliyeThe only issue we had was communication. You cant have someone at the front desk who cant speak proper english. They were nice enough just could not communicate properly.
Micheal McfadyenRude woman at front desk
ADON KERRThis location has such a small parking lot for the number of trucks they have. They fell behind in checking in the trucks that were dropped off at their location, which resulted in us getting a $63 charge even though we returned it the same day we rented it, even though the truck wasn't due until the next day at 1pm. If I hadn't checked the check-in receipt carefully, which I wasn't going to do, but luckily I just felt like it that day, and boy! was I glad I did! I had to call their office, but no one picked up, so my call got routed to the central call centre, someone there helped me straighten things out with the office I dropped it off at, and luckily the person who I dropped the keys off at the desk remembered me, otherwise I'm not sure I would have gotten the $63 back. The refund wasn't processed until the next day after, and it took additional 2-3 days for it to show on my credit card as a refund. Not a good experience, but I'm glad they rectified it, and I got my money back. I might try drop it off at a different location (if there is a next time).
Dieu TranThis location always very busy should have more staff on check in’s and outs
Neil EaketCustomer service is appalling.please get the employees to do something about the odour in the office.
Taurai SibotshiweThe man we had at the desk was amazing, nice and knowledgeable.
Stephanie HarperThe customer service at the location is terrible, they don’t know the job, and because they have details of your Visa card, they over bill you. I’m so disappointed and not happy at all. I have been calling customer care and nothing has been done. This is very frustrating and disappointing.
martina anasuduThese are wonderful and very helpful people when I needed a trailer instantly. They came through like a champ
Sandra DavidsonThe gentleman that helped us was very nice and efficient we were in and out with key in hand in a matter of minutes. He was also very thorough. Overall great experience
Amanda BonomoThe gentleman that checked me in was very pleasant and helpful.
Dana JonesThey really just didn’t do anything. They just took my key and that was it. I have no complaints and no compliments for this location
Megan WelchThe limited knowledge of the registration process and poor communication skills made the initial pickup long and confusing. On my return I called and was put on hold for over 30 minutes. The computer was down and the final bill was never created at that time. It came in an email many hours later. It was very stressful.
Randy OsatchukStaff at drop off were extremely nice and helpful, but not so much during pick-up. The truck smelled like weed.
SOPHIE ANASTASIOUThis location is awful ever since new management came in it’s not a place to wanna go manager can’t keep up untrained employees dirty trucks store makes u wait 30plus min for ur rental they all sit there and talk about you in their second country language, which is fine, except for when you can clearly tell that they’re speaking about you and gentleman that does their hitches as extremely arrogant
elyssa MacdonaldGreat customer service
Dana JonesQuand on a ramené la voiture, la personne qui la controlait voulait absolument trouver des défauts sur la voiture. On avait l'impression qu'il voulait absolument nous faire payer pour quelque chose. Alors que la voiture était exactement comme on l'a prise.
ezechiel seunjioArrived to pick up the truck we reserved. The vehicle only had 1/16 of a tank of fuel with a warning on the dash saying 22miles until empty. So before we could even start our move we had to find a gas station before it ran out. When I returned the vehicle I told the employee that the steering was very loose and you can feel the front suspension was loose, she shrugged and the employee beside her just glared. I also do not understand why the vehicle’s they are renting are in miles per hour. I looked at all the vehicles on the lot and they all are. In Canada speeds are in kilometres not miles. If this is the policy of the company to let a vehicle go out with almost no fuel then things have definitely changed since the last time I rented from this company and may look for a different company next time.
Scott Typer-BellThere need to be clarity on process/requirement when dropping off vehicles. If you are supposed to provide a text it should have been sent.
michelle russellI am being charged for damages, I didn't cause.
Alyssa Brown-VilleneuveInside of the trailer was not very clean. Previous user had spilled some food on the floor and wall?! Staff was helpful.
Krys ArciszewskiPoor customer service from arrival. We are on your system. We rent vehicles several times each year. The clerk made a call to the person who I listed as an emergency person to confirm that the person existed. That has never happened before. It was embarrassing to have that happen. Vehicle was recorded as being half full of fuel. It was a quarter full. The vehicle had drink bottles around the seats, food wrappers and even the previous renters U Haul paperwork on the floor. Regardless of what the clerk says, that vehicle was never cleaned before renting it out. It is not my responsibility to clean the vehicle nor to have accurate gas information recorded. I called U Haul 10 minutes after leaving the lot and provided photos of the gas gauge and garbage left behind by the previous renter. The clerk was curt and unapologetic. Your customer service person was helpful with lodging the complaints. Begrudgingly, the clerk gave a 25.00 discount when we returned. Barely enough to cover the cost of gas that was incorrectly recorded. We have found U Haul to be a good service prior to this. Needless to say, we will not be returning to this location again. Hopefully we will have better service at another U Haul store.
Deryck GlodonHave people who listen and care about the business work there not just collecting a cheque. Make sure when assigning a van or truck it’s not blocked in by another van or truck.
Klaus Rivierenothing
Wayne Guenther4 day and still no receipt. Rented on Saturday and it’s now Wednesday. When will you send me my receipt?
don welchFriendly staff, efficient and helpful
JESSICA BAKERI’ve been there. Many times in the service recently was even better than the last time which was very good. They were helpful in every way.
Malcolm JamesonWhen picking up the truck it was a very bad frustrating experience. But when I returned the truck the manager was in and was very interested in knowing how my experience was and she did an amazing job at understanding and wanting to fix the experience. I will definitely be back to rent again. The manager really wants everyone to have the best experience at her location.
Dave SardellaThere's some water in the edge of the trailer which made the wood wet I'm carrying.
PRUTHVIDHAR NADUNOORUAttempted to return to 914 upper James as requested by uhaul. Had to wait 45 minutes for service and that location wanted to charge additional $360 for mileage overage because they could not convert kilometres to miles. I am in Canada and we deal in kilometres not miles. Suggest that you add the metric equivalents to your paper work for service to Canadians. The woman at 524 was able to resolve the issues and was great to work with. I definitely would Not recommend the upper James location to anyone and would advise friends to go to any other location for service.
Jermia VorstenboschTime it takes to rent/pickup the vehicle. Slow systems made this process tedious and long.
Eric DodooThe uhaul experience used to be pretty easy and seamless. Today instead I made a booking, got sent entirely wrong confirmation info, had to call in, had to download the app, the app couldn't find my registration/appointment, and just going through paperwork at the location took almost 20 minutes with all the extra steps now included. Having to wait for the employee to call my emergency contacts to confirm who they are before I can rent? The price quoted online was half what it was when I had to pay (including gas and mileage)? No blankets, but no indication that blankets were first come first served when making the booking?? The whole process was so cumbersome and terrible. Very disappointing and definitely not something to rely on again in future.
Anika BosuaExcellent and polite service from the staff!
Matthew MaceGreat customer service.
Monica HadleyHorrible staff that expects you to back a 6x12 trailer into a spot barely big enough for the trailers, and blocked in front by 2 trucks. Ridiculous.
Sam NalwaThey did there best to help me , very thankful
raelyne mudrykAll went well. I was very disappointed that after I put gas in the truck I found out they charged me for gas on my final invoice. I argued it, however now they sent my report to Managment. This is totally not right. If you see the mileage and what I had to pay in gas is highway robbery. Ensure to check your final invoice.
Joseph CapostagnoVehicles should be checked for mechanical defects prior to renting. My particular rental had brake issues which caused me concern while driving. I would not have driven this vehicle on a highway.
JAROSLAW BILOUSNothing comes to mind. Excellent renting experience.
Matthew JohnstonThe customer service at this location is very poor. On January 5 I went in person to inquire about rental rates and availability. The clerk who served me put in a reservation order for that day despite my never asking for it. I was then turned over to what I presume is a more senior staff person who gave me a quote for the actual dates I was looking to rent (January 12-15) and made another reservation order. I received notifications for both electronically. When I went to pick up the van, I discovered that snow tires were not available. This in mid-January in Canada when I had to travel from Hamilton to Kingston and back. As it happened, there was a blizzard in Kingston the morning of our return and we were stuck in the snow twice and required assistance to get out both times because the van would just fishtail in the least amount of snow and on ice. Also fortunately, I had thought ahead and brought a snow brush for the windows, because when I asked if there was one in the car, the clerk said, "We brush it off before we give it to you". What an absurd answer when I was renting the van for multiple days and a winter storm was predicted, and I was having to drive long distance. Once the paperwork was completed, the clerk gave me a key to the van and sent me out to the parking lot to find the van myself without explaining how I was to find "my" van (the number on the key chain is printed on the rear window of the van; I had assumed incorrectly that it was the licence plate number). When I couldn't find the van, I went back inside to inquire. This time a woman accompanied me out to the lot. It took her a while to find the right van because it was blocked in by several other similar vehicles (why they hadn't rented me one of those, which were not blocked in, is a mystery but seems very illogical and not customer friendly to me). Once found, the woman said she would move the blocking vehicle to let me out. I got in "my" van and there was a cardboard ad covering the front windshield. I took it down, opened the driver's door and put it outside. It was very large and cumbersome and there was no space in the cab to set it down. My thought was that I would get out of the vehicle and return it to the office. But the woman moving the blocking van, spoke to me very harshly in a raised voice, saying, "Did you just throw that sign out of the door? That has to be folded and tucked behind the seat. We charge $10 for those signs if they're missing or damaged." I was very much not impressed with how she spoke to me. I was treated as very unimportant, sent out to the lot with no instructions and shouted at condescendingly for not doing something I had no knowledge about. I did say to the woman that I was "not impressed with the service". She did not respond. I can say with absolute certainty that I would never use this particular U-haul location again and would tell anyone I know not to go there either. I have rented many vehicles throughout my life and never had such poor customer service. This experience even makes me reluctant to use any U-haul location in future.
Pam BeatsonI am a frequent customer at this location and I was super happy to walk in yesterday and see a new face behind the counter.Raman is from the Plains Road location, and she has a great reputation at that location and I’m super happy that she’s taking over the upper Wellington location!!
Susan IvanicService was awesome. Great staff.
daniel EllisGreat location, friendly staff. Would definitely rent from here again.
Bernadette NonaWhen I signed up the truck, i was told that it was 7/8 full. However, when I picked it up, i found it was 3/4 full. I toke picture and I drove the truck for less than 20km. I did fill it up to more than the level it has. When I dropped it, the employee was so in rush and asked me just to leave the keys and leave. I found out later that I was charged $25 for gas. I called and the person was rude and refused to hear my complain.
Aeiman GadafiHi this location is very poor they are so rude with costumers
Kamaljit SinghBoth employees were very helpful definitely for my first time using uhaul
michael brownBe nice to the customer
Fazlee MohideenWARNING. STAY AWAY. Absolutely horrific experience. Huge holes in the unit led to flooding and permanent damage to thousands of dollars worth of my belongings. Employees were unconcerned and unhelpful. Countless messages and emails to the manager asking him to call me, no phone call just passive aggressive emails. I notified them 6 DAYS IN ADVANCE before the end of my rental term that my unit would be vacated and I wouldn’t need another month and THEY DIDNT CANCEL MY CONTRACT SO I WAS CHARGED FOR AN EXTRA MONTH. The unit is empty and my lock is off. Absolute JOKE of an establishment. The manager RUSSEL BROOKER is an unprofessional snobby jerk and should be fired. STAY AWAY.
GRAHAM STEWART | Overall ExperienceExcellent and prompt service as I was given the option to set up a contract within the office (no cell phone). The representative, I believe his name was Joseph Costa (as per my receipt), was very helpful and made the process seamless and quick. I was shown were the unit was in the back and how to access it during off hours when it is less busy. Overall I was very pleased with how courteous, friendly and helpful the representative was when I came in.
David Howard | First ImpressionsThe unit we had was an outdoor unit. The unit could use some updating as it was leaking from the rain in the ceiling and flooring, a lot of our items were wet and the flooring was in bad shape from water damage. Should be better weather proofed. The guy working was super friendly and helpful though.
Felicia Emberley | Overall Experiencemy storage unit got robbed well i kept my stuff here the camera footage of the robbery was dark and blurry and there was some other problem also
Carol Dunnbar | Overall ExperienceMy unit leaked water every time it rained. I was sometimes provided blankets to put in the corner to soak up water. After I vacated the unit have continuously being charged late fees and harassed.
jeffrey suraci | Overall Experience