Unhelpful and rude staff, no access to the unloading bays due to staff parking their personal vehicles in them, wooden doors to storage rooms… Plus they let on random people to use the bathroom and then call the cops on them. Terrible experience all around.
LILY D | Overall ExperienceCustomer Reviews for U-Haul Moving & Storage at Queens Ave
Testimonials From Recent Customers
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The staff informed me I needed to provide chains for the 10 ft truck I was taking over the mountains. They could not find the information about how heavy the truck was so I found it instead and given that the truck has M&S tires, I did not need chains. They would not be my first choice of U-Haul location in Victoria.
GIA DCollen was an excellent representative of the company. Cheerful first thing in the morning! Very much appreciated.
WILLIAM CWarn clients about the less than pleasant denzins hanging about outside
STEPHAN KIt took so long to get the truck ready. I submitted so much info online only to repeat the process at the branch. Also the location is in a sketchy area of town. Some unstable people were in the shop before us ans made the whole experience really negative.
STEFAN BCarmen was friendly and very helpful. She took the time to answer all of my questions, and helped me choose the correct size of storage for my needs. I appreciate all of her efforts to facilitate my move-in experience. Thank you Carmen .
Catherine B | First ImpressionsThe queens location is by far the best managed & staffed Uhaul in the area. The employees are extremely helpful and did so much to help me my girlfriend when we were in a tough spot. Carmen, Colleen, & Neville were so kind and helpful. They were diligent about calling and emailing when I missed a payment and the only other time I've gotten truly exceptional service at a U-Haul was from Paul Beckman (Palu) when I needed help at the Topaz location. He is the hardest working man I've ever seen! Thank you for the great service guys, -Will
Will-Angelica F | Overall ExperienceI had an amazing experience with U-Haul, thanks to Subin's exceptional customer service. He was incredibly helpful and went above and beyond to ensure everything went smoothly. His instructions were clear and thorough, covering all the necessary details. His professionalism and friendliness made the entire process seamless. Also, the vehicle provided was neat and clean, which added to the overall great experience. Highly recommend this location for their outstanding service.
Ameer NWonderful customer service!
Malinda G | Overall ExperienceFor customer service and the facility my rating is excellent. I just gave one star less because of the location. A couple of times I felt like I could not safely park on the street outside the building because of the proximity to the homeless people camped out on the street.
Nicholas G | Overall ExperienceSubin has given me the best customer service that could be expected,he was very fast and made sure I understood all of the details I needed to know.Thanks subin I will definitely recommend you and your location to Any of my friends that ever need a uhaul.
jeffrey rBest location I've been too.Staff is always friendly and they go above and beyond. I would give six star if that was an option. Very impressed I appreciate them all.
carol fU HAUL Van and storage facility on Queen St., through no fault of their own, is a very sad and sometimes dangerous area that degraded like all cities due to many societal issues beyond the company's doors. So recommendation would come with that caveat. Otherwise staff and actual premise are commendable, esp those more experienced.
Daniel -Amazing customer service. So helpful ! Thank you
GIUSEPPINA BThe app crashes, the website also hangs, it pesters me to buy things I don't want and scan my license every time. I would like to rent a truck once a month, but I hate how long it takes every single time…
CHRISTOPHER LThe manager was very racist and rude I will never go there or recommend it to any friend again. Very disappointed
AHMAD HMy recommending would be qualified The folks running the facility do a great job…. friendly, helpful, maintain the place well. Unfortunately the location is becoming very challenging due to the number. Of homeless and street people living at the entrance . I would no longer let my wife go to the area and fear for the safety of my vehicle every time I go there
IAN C | Overall ExperienceLater access time would be more convenient, ie: access after typical work hours, and shift work times. Thank you kindly
Tamara C | First ImpressionsGood unit for my needs. Street environment is something to be concerned about. Thanks for being available; at short notice.
Iam j | Overall ExperienceNone. Pre trip briefing was thorough and very helpful.
Michael SNo need for improvement as everything was perfect from start to finish. 2nd time I have rented from tthis location in 2 weeks. Thanks for the great, friendly, quick service.
KIMBERLY RCarmen is absolutely amazing! She was so helpful. The facility is also extremely clean and Carmen runs a very tight ship there. Even though the road itself has some homeless activity - I never once felt unsafe going back and forth to my unit. Thank you Carmen
Irene h | Overall ExperienceNothing to improve. Staff was excellent, truck was clean and in perfect working condition and price was reasonable
KIMBERLY RCarmen goes above and beyond. If the public had customer service in retail stores or any store for that matter, like one gets from UHaul Queens Avenue, the world would be a better place. Carmen, Colleen and Neville are good people who go out of their way to help in any way they can. They are polite, respectful, engaging, and get you what you need. Carmen and team… you rock!
Tracy R | Overall ExperienceThe neighborhood makes for a bit of a stressful experience at first but the excellent customer service made all the difference. Despite it being a very busy day (Saturday of the Lanour Day long weekend) the person who was working there was calm and helpful.
Nicholas G | First ImpressionsThe lady who runs the location in Victoria is excellent! Very satisfied with the service
tyler m | Overall ExperienceOur experience with Carmen at the Queens Ave location was not only the best U-Haul experience, but one of the best customer service experiences in general. She is so helpful, patient and considerate, kind, and knowledgeable. Moving is inherently stressful and hectic, but Carmen was a bright part of our moving day. Completely recommend that you use and support this business, and to be considerate of their service and equipment as well. Thank you, Carmen and the Queens Ave U-Haul team!
Ryan FFriendly, professional service. I will come again.
Nancy HThank you !
Dorothy D | Overall ExperienceVery good. It would be helpful to have a light in the larger units. Als helpful to have a "ladder" that fits in the units available on level 1.
SANDI F | Overall ExperiencePersonal amable
James CNothing comes to mind. Customer service was excellent. Fast and friendly.
JAY DThe check-out process was really slow and involved. I have rented from other Uhaul locations where I don't even have to deal with a customer service agent. Not sure why this one needs to be so detailed.
GLORIA FWe were very happy with our experience. The locker allowed us to store our things in a secure, climate controlled space between moves. Helpful and friendly staff. Would highly recommend this location.
Robert A | Overall ExperienceThe staff are very good and the facility is clean however the location itself not safe or secure on the street which affects how safe I feel in the area for myself and my belongings. I also worry that if units are used to store belongings that are Not clean then there could be problems that would spread to all lockers. I think the staff do an amazing job of respecting all tenants and any encounters I have witnessed have been polite and professional. While I would recommend this facility I would have to do it with a caution due to the location.
Joanne F | Overall ExperienceColleen was exceptionally professional and courteous in my dealings with this location. The cargo van was clean, very good condtion, amazingly smooth in ride which was important as I was transporting valuable pieces. I appreciated the tarp loan, and the moving blankets very much. I will rent again from Uhaul here based on the new and good quality van and driveability factor. Very convenient at an affordable price! Thank you, Dale
Dale NGreat service
paul dI have had great interactions with office staff and the booking/access system is easy to navigate.
dea KAll the people I have interacted with were great. There were FAR too many online steps to reserve, pickup, and return the vehicle. I have no idea how the quote went from under $40 to more than double the amount.
Dr NThe staff was great and friendly during the process.
Qais A | First ImpressionsThe facility and the people working there are great. With that it is kinda rough going somewhere to pick-up or return a rental where you get to watch people shoot heroine and smoke crack. I would recommend the location, but would let folks know what they might experience re the outside environment.
Mike FThe van was fine, but the location is very sketchy. Homeless people and trash is everywhere. Also, there are two UHaul locations right next to each other and it's very easy to go to the wrong place and waste time there. Frustrating.
Alex AFront desk lady was lovely. There seems to be a recurring problem with the elevator getting stuck on upper floors when people press the red button to keep the door open while loading or unloading and then leaving it stuck there. Perhaps it needs to be made more clear to people not to leave it like that. Or the front desk should have an overide access from downstairs so she doesn't have to run up stairs constantly to deal with it. Or it needs to bump off of the hold function after 5 or 10 minutes or something.
Freyja F | First ImpressionsThe wait to see the UHaul Agent took awhile, almost 30 min later than my UHaul reservation time - I understand that it was due to a staff shortage. Despite that, the agent Colleen was incredibly kind, thorough, and efficient.
Karen LThe staff on site were knowledgeable And friendly but at the pickup time the sole employee working at the location was overstretched. She was very helpful and I would give her 5 stars but thought she could have done with the support of another staff member in a busy Saturday afternoon.
Mark DAll great. Thanks!
micheal GNeville (pick up) and Carmen Fisher (drop off) did a great job! Helped me get in and out as quickly as possible with everything I needed.
Jesse CBase on the store location so I recommend provide a parking for guest for safety.
Fan TThe last couple times I have used the app for check-in procedure it has not worked.
Darren HSo glad I found this place
John MLost my job and had all my stuff sold
Johnathan J | Overall ExperienceThe facility was very clean and staff were always really helpful.
Mercedes C | Overall ExperienceThank you !!
Dorothy D | First Impressionsthrere was a problem with my refund but it was all work out
Kenneth WI wouldn't recommend U-Haul to anyone. I ordered a furniture dolly - when I went to get my truck there was no furniture dolly. When I tried to call. Trying to resolve it the main Topaz location kept sending us to the general phone line, who said they can't do anything and for us to try and get another one at the main location (meaning we'd have to drive across town from our pick up location). Then the Topaz location says they don't have any dollys for rent but they will SELL us one?!? They refused to try and right the mistake by allowing us to use a "for sale" one and instead told us our only option was to buy one. Everyone from the in store location (staff and manager) to the people on the phone were unhelpful, just repeated that there was nothing they could do, even when we offered pretty reasonable solutions. We had to drive across town again to a seperate entity at U-Haul on Queens who then rented us the only dolly in the store. What a disaster. It just goes to show, even if you pre-book everything and plan ahead, U-Haul will still find a way to mess up and then go out of its way to be extra unhelpful and waste your time on moving day where time is of the essence.
Bobby Geverything was smooth from the pick up to the drop off, staff was polite and communicative.
Gregory TReally efficient process. Good rates. Easy location for me to get to and to get on major routes-- always good when driving an unfamiliar vehicle.
Maureen JThe facility and staff were great. Why I moved out was because of the cayous on the streets in front of and on both sides of the street. The drug consumption, tents and garbage strewn all over the sidewalks. Every time we went to our locker these things worsened and we felt less safe.
Bruce G | Overall ExperienceThe staff were great and the whole process was simple.
William F | First ImpressionsVery friendly and helpful.
Lesley VAttendant was very friendly and helpful.
KENNETH H | First ImpressionsThis location is hands down the best u-haul team I've ever dealt with. They do an amazing job!
Jonathan OIt is not the fault of U-Haul, but there are a lot of street people using drugs with messy tents and items spilling over the sidewalk very close the business on Queens Avenue. It was a bit intimidating and made me worry about the safety of the vehicle I was returning after business hours. The City of Victoria should deploy bylaw enforcement to move along the encampment to make the vehicle return feel safer.
ROB FAll the staff at this location are very patient and kind! I stored my belongings for seven months and never had problems with my unit, access or customer service. Each time I interacted with the folks around I was met with happy demeanor. Everyone here deserves a raise!
AShley J | Overall ExperienceEvery thing was good n staff helpful.
Rajwant SColleen and Carmen always provide great service—professional and timely. 😀
Caroline MGreat service
VITO DCarmen was a wonderful help during my move-in process. I had a few larger items that she offered to help me move, which was greatly appreciated. I appreciate the security features in the building, and also thought the building was quite clean.
Beckie G | First ImpressionsHire more staff.
Gordon WCarman is the most helpful person. She provided exceptional service. Very kind and so helpful.
Lela S | Overall ExperienceI did not know that you had to be an after hour member to access your unit after hours. Thought that once you had your access code you could access your unit at anytime.
Kelly S | Overall ExperienceNice staff
Didi R | First ImpressionsThe lady who served me was awesome.
Scott MThe location is in a horrible part of town but the manager was amazing in every aspect!
Lily YDumpy location
JASEN MCarman is amazingly awesome.
Paul MExcept for the water damage to some books and a box spring and two mattresses that are unusable, mildew and mold.
SONJA G | Overall ExperienceThis location has excellent equipment and great staff. It suffers from a pretty sketchy location so folks may want to consider options other than parking in the local area.
LUCAS KThe staff are amazing. I strongly recommend U-Haul on queens st.
Amber D | First ImpressionsThe service provided by both the facility and its management, with able staff assistances, has been well above average, and always a pleasant experience to visit and work in. Especially appreciated is the care and quality with which the washroom has been maintained. I wish all storage businesses could be managed as well.
WINSTON S | Overall ExperienceStaff, particularly Carmen, were excellent. Veh in good shape, too. Thankc. cb
Bernard HUhaul staff and especially the manager are awesome people .Great experience .Thank you
mike m | Overall ExperienceI believe that the vaccum hose that is used to activate the control of the vent settings was not working as it could only send air up the windshield
Stephen WI’ve used this facility before and the staff are great!
susan s | Overall ExperienceWhat a Great sales and service team at this location.
stanly m | First ImpressionsStaff went above and beyond to help coordinate the drop-off with my moving company, and assist with unexpected challenges. Moving is hard, and the people at this location made it easier.
Chloe B | Overall ExperienceCarmen and her staff were very helpful and wonderful to deal with. Won't hesitate to refer and use them again. Gracias
SHAYLA M | Overall ExperienceThe staff was always very helpful and accommodating !
Donna G | Overall Experiencethe staff and building and actual location is very convienent BUT this location is located in a scetchy area
GORDON PI was extremely happy with the service provided by Carmen. The location was clean and well organized. But, I'm sure you know this is a difficult neighbourhood in which to conduct business. I'm sorry that you didn't ask to rate the staff.
Janet LThe staff here are very friendly. Highly recomend this location
GORDON PIt's my first experience with storage
Megan H | First ImpressionsColleen was an Angel so patient kind and so friendly.
Dan MStaff were great, just was frustrated a bit with the design of the building moving my larger furniture in and out
Victoria S | Overall ExperienceKeep doing what you're doing. The computers were down when I picked up the van but we worked through it. Also I had a problem finding enough tie-down straps to get the job done that I wanted to. The staff member on hand was nice enough to rustle up a couple bungee cords that had been left behind or something, it turned out it was just enough to get the job done that I needed to. Thanks and I will be back next time I need a van or a truck to rent!
Ross BGreat help from all the staff.
Amy BColleen was wonderful
Dylan HUpgrade the software for uploading drivers license ahead of time. Have never seen it work properly.
Julian Y++confusion about truck drop off location. Originally the booking stated the drop off location as 2304 Douglas st. This address was unable to be found as it was not marked but there was a u-haul lot with a chained up locked fence in that approximate area. I called the support line and they were unable to find this 2304 Douglas st location in their computer. They switched my return location to 644 Queens St which happens to be adjacent to the chained up u-haul lot. The employee at 644 Queens St refused to accept the truck rudely saying they 'don't take drop offs' (even tho it was a u-haul location that had trucks in the driveway and a clearly marked 'return' lane!) I informed him that this address is where u-haul had directed me to return the vehicle and was now listed as the drop-off location in their system. He was adamant, and directed me up the road to return it, giving me a padlock 'code' for the chained up fence in the adjacent lot which he stated was 2304 Douglas St and a different u-haul location. By this time it was getting dark and I had to try and open a combination padlock and then pry open the heavy gates to be able to drive the truck into the lot as there was no one around. There was also nowhere to securely drop the key off. After 3 more phone calls to the u-haul support line, the 24/7 phone line was able to 'check in' the truck as returned in the system for me and suggested leaving the locked truck there and bringing back the key in the morning when office opens to ensure someone in fact receives it. This whole process took almost 2 hours, it was dark and in a location in town that my daughter and I did not feel safe in. This was a stressful ordeal that I would not want someone else to have to go through. Even though the pickup process was smooth, due to this return experience, I will likely not use u-haul again.
Belinda dVery professional and efficient service!
Caroline MI have remted from uhaul many times. Usually a trailor. This time a cargo van. It was very good and i like the location but nxt time we will be renting a trailor as the kilometer charge makes it expensive. But over all. Really good
GORDON PPrompt and friendly service
Khashayar KThe GM Carmen is very helpful!
Andrew L | Overall ExperienceExcellent customer service and really well cared for facilities
Natalie C | Overall ExperienceThe team at the office is very nice. The check-in program is not as efficient as the personal check-in. The computer has glitches that need to be worked out.
Caroline MDon't change a thing. You are already the best U haul outlet on the Island!! Thanks for looking after me so well every year!Rob E
Robert EI would definitely recommend the the U-Haul on Queens Avenue in Victoria! I rented a cargo van from them last year, and again, a few days ago. The vans are first class and a pleasure to drive. The staff is exceptional. They give the best customer service and assure that everything goes smoothly. They deserve more than 5 stars! Many thanks to Colleen and Neville. Cheers, Sheila
Sheila BI love the deal of getting a free month of storage with a truck rental! It's a great addition.
AShley J | First ImpressionsYour team members involved with both the booking/pick up and return were very efficient, courteous and a pleasure to work with!
Blair CI was serviced very well. Excellent experience.
Andreas P | First ImpressionsAbsolutely making this my auto go-to for any future storage or moving truck needs. Dealt with Carmen, another woman whose name i didn't get, and a man in the storage centre, and all were helpful and awesome; and i dealt with another awesome and helpful employee at the truck centre (whose name i also don't have, but he mentioned he is from Ecuador), who cared as much about uHaul and its reputation as any employee i've ever met. I left thinking that guy is total management material. Anyway, top-to-bottom delivered what they promised, completely. Good people doing a good job.
David R | Overall ExperiencePlace was spotless, well-run, organized, and efficient. Seemed brand new. The woman in charge, Carmen, was professional and helpful, and simply put amazing.
David R | First ImpressionsFar exceeded my expectations. The facilities always feel incredible safe, and they're always spotless. The staff is incredibly kind and easy to work with. I really enjoyed my experience of renting here and will recommend to others.
lindsay t | Overall ExperienceIt was clean and well run good service. Truck rental right beside them
Richard R | Overall ExperienceCarmen, Neville and Laurie are consummate professionals and truly stellar representatives of Uhaul. As Uhaul staff they have been a delight to engage with over the 2+years we rented a storage locker at their Uhaul location. These three folk deserve to be praised and feted by the Uhaul organusation. We recommend having the storage faculty open until 9pm each day of the week.
Thomas E | Overall ExperienceWould be nice to make it 24/7
carl c | Overall ExperienceHello my time having two storage lockers was a very good experience , the managers name Carmen was professional and very accommodating. my wife and I had lockers since 2005 and the storage facility was always clean and well run. thank you Tony Tucker
PHARMASAVE D | Overall ExperienceLady who helped us was friendly; told us all about the rooms available and their sizes. After settling on one we purchased a lock and got further details/instructions which were very helpful. Carmen helped me change my auto payment plan as well; it was causing anxiety for me. She fixed it to come out at a more convenient date.
wendy E | First ImpressionsCarmen was FANTASTIC to deal with, thank you Carmen!
Elizabeth M | Overall ExperienceThis is not a move-out review. I needed my auto-payment changed & I called the main U-Haul Center… but they still couldn't do it (after a few calls). When I called Carmen at the storage facility - she knew exactly what to do & changed my auto-payment date which was a huge stress off of me. (Thank you Carmen). The other 2 staff I've dealt with (can't remember names; lady & man) both helpful, friendly. The lady was great showing and renting the space - very knowledgable. Thanks for great service; would recommend highly. W.England
Wendy E | Overall ExperienceCarmen is amazing, along with the other staff there.
Lisa B | First ImpressionsCarmen is an absolute gem and made us feel so welcome and at east knowing our belongings are in good hands. Very professional and friendly.
ruvey l | First ImpressionsSeveral times I was in the office when difficult customers were whinging and whining about something or other. Carmen, Colleen and Neville were always very calm, collected and patient, even with the most impatient customers. They are the three of the kindest people I've ever met. If I ran a business, I'd hire all three of them! Lovely people!
marie e | Overall ExperienceThis is very hard for me because honestly your staff and the company where always going g above and beyond for me during my hardship that turned into homelessness for the reasons of the way the cost of living and unable to find a home sometimes I wasn't able to make the payment and because of the amazing staff at this location Connie and all of them each are my true life savers. They have amazing patients for what area and people they face day to day. It's because of you all we have or I have my entire belongings In my new home just in time for Christmas. It's been a long haul for everyone these days with covid 19 and the raise of cost of living to the jump ib homelessness making it very hard to balance the finances to which I could have lost my stuff but due to the excellent staff at queens Avenue storage they truly saved my life and belongings thank you from the bottom of my heart and happy holidays to each of you may this Christmas be the best and the healthiest yet. All the best in the new year and I plan to continue speaking highly of the location staff and uhaul in the highest regards yours truly Travis Moore Merry Christmas 2022
TRAVIS M | Overall ExperienceSuperb Service from Carmen!!!
guanuck e | Overall ExperienceFor an elderly building the staff keep it very well maintained and welcoming
Rose P | Overall ExperienceU-Haul Moving & Storage en Queens Ave is impressively well run by Carmen, Colleen, Neville and Laurie. They were always very friendly and very helpful. I wish them all the best.
CRAIG D | Overall ExperienceVery friendly and professional staff, thank you.
JIM V | First ImpressionsCarmen and her staff are very attentive and maintain a clean and safe facility in a very challenging environment. When Emergency Services were unavailable, one of the staff members assisted me while attending an overdose which occurred just outside the facility. Although I no longer require storage, I will continue to rent vehicles and purchase supplies from this UHaul location. Regan
Regan M | Overall ExperienceThe staff was welcoming and very helpful. They were accommodating and even provided complementary moving supplies. They are hard-working and you can see this in the way the place is clean and well-managed. The team you could see work well together for they seem to enjoy each other's company and greeted people by first name as they came in to see their storage units.
Rose P | First ImpressionsThe staff person I dealt with was amazingly helpful and friendly. Excellent employee.
Bill K | First ImpressionsYour survey page lists "Excellent / Above Average / Average / Below Average / Poor from left to right... You should put those the other way around, I nearly rated this facility "Below Average."
roy b | Overall ExperienceCarmen has always been incredibly helpful whenever I've had to get in touch with her (I live in London, England) and she was just as helpful when I finally returned to Canada last week, after 16 years, to sort my storage out! Two of her colleagues who were also working across the two days that I was there, were also incredibly helpful, giving advice on shipping things back to the UK and where I could drop off donations of things that I no longer wanted or couldn't ship back. Thank you all for being so friendly and kind.
MICHAELA M | Overall ExperienceCarmen she was very friendly and respectful and helpful, I had issues with the other location of uhaul Storage but she was understanding of my situation and trying her best to help , I would give 10/10 for Ms Carmen for her professional and respectful personality
TARIK S | First ImpressionsI felt very welcomed. Carmen was very helpful.
YOUSIF H | First ImpressionsCARMEN IS THE BEST! What a wonderful experience I had meeting Carmen at the Queens Avenue UHAUL location. She was personable, helpful and went completely above and beyond for me. She is a leader in Customer Service! Thank you Carmen! <3
amber c | First ImpressionsThe staff were all great, friendly and very accommodating. It's a bit more expensive than I would have liked, but the facilities are quite nice.
Dan M | Overall ExperienceCarmen Wallace was very helpful. She's excellent at her job . She was super nice . Definitely recommend that location for all your storage needs.
Nicolla E | First ImpressionsBest storage place I've ever used. Excellent support, affordable, nice facilities, good security. I couldn't visit for a couple years and when I got back, everything was in the exact condition I left it and the unit was perfectly clean. Thank you so much for caring for my belongings during this difficult time.
Kate M | Overall ExperienceFriendly & informative staff. 😊
Glenn J | First ImpressionsI hate UHaul but Carmen is a gem. Make her CEO.
Jennifer M | First ImpressionsAwesome facility run by very helpful and courteous staff!
DEBORAH G | Overall ExperienceFor the years we have used this facility we have been happy with the service however recently there seems to have been some evidence of incursion by the street folk and we found this somewhat disturbing and feared the security might lessen
GILLIAN/ANTHONY B | Overall ExperienceCarmen Fisher provides excellent service - efficient and always with a smile. We feel our "stuff" is safe in her building! Thank you, Carmen.
DOUG / | First ImpressionsCarmen and the staff were always helpful from the first day I rented a locker. When I had questions, they had the answers. Thank you all!
HOLLY S | Overall Experience