It was a great experience dealing with everyone here. They were all helpful and friendly.
Mike D.Customer Reviews for U-Haul Moving & Storage at Welland Ave
Testimonials From Recent Customers
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I called 4 DIFFERENT locations in St. Catharines, Ontario and 3 out of the 4 of them never even answered the phone! The specific location I rented from on Welland Avenue in St. Catharines, Ontario ALSO did not answer the phone when I called, even to pick up and say "U-Haul, could you please hold the line a few minutes?" When I got there, one of the staff members, a younger man, was EXTREMELY RUDE to me! I had also been told by the representative when I called the 1-800 U-HAUL number, which I did immediately before I actually WENT to the location in St. Catharines last Saturday afternoon, that the rate would be 59 cents a kilometre. The location told me that was wrong and it would be 69 cents per kilometre and charged me the higher rate! A customer service representative should be FULLY CAPABLE of answering those exact questions ACCURATELY. It also took the female customer service agent, who was located in the United States, about 5 minutes just to find out where Ontario, Canada was, and then where St. Catharines was! Why does an organization of this size not have a CANADIAN customer service number since you have a lot of locations in Canada?? To me these are things that leave a very bad taste in my mouth, and with reluctance to return to rent again. To rent a van for 24 hours, including mileage to go to a town only 15 minutes away was more than $100 with the gas I had to replace. I think it is OVERPRICED! ; If I had to rate my experience at this location on a Scale of 1 to 10 including how much time I had to wait to even GET my rental contract done and get on my way in the van, I would rate it about 4 out of 10. That is not very good at all. Poor customer experience from start to the finish. At least the man who dealt with me the next day when I returned the van was very helpful or I would have give you a score of 3 out of 10
Catherine S.I was first in-line but Had to wait 15-20 minutes while the customer service representative was seated at her desk using the keyboard. Three of us were waiting in line, standing, a fourth came in but decided to leave because of lineup. Not a word was spoken from the csr during this time.
paul P.Maybe offer a deal if the person has rented something then took I'll and couldn't use it. The team was very kind and just kept calling to see if I still needed it
Kelli Y.I only used this location because the manager (Barry I believe) of the Vine st St Catharines cancelled my trailer while I was standing there trying to give an additional contact to the lady. He ( Barry ) has no costumer service skills and was only able to escalate a situation, making it worse. I had to pack that day and leave the next for a 3600 km drive and he cancelled my trailer. Not only that he proceeded to call the other locations to tell them not to rent to me. I am disgusted by this manager and may never rent from U-Haul again until I know this is rectified. I can't or won't support a business that allows that kind of treatment to its customers.
jason D.The windshield was disgusting. As soon as the sun hit it, I couldn't see anything. I had to pull over and clean the windshield immediately. Once I cleaned it temporarily I drove to a place where I could get windex and paper towel to clean it properly. To have a windshield that dirty was unsafe.
Shane D.Keep up the great work
Gerald D.Nice staff and very quick to provide service to their clients
Richard C.Top notch service
Glenn H.We had a great experience with all of the staff at this location. They were super helpful and answered all of our questions in a very timely way. We were able to rent a truck and bring it back after hours with no issues. Grateful to all of the staff at this location. Amazing job, and thank you so much!
Faith M.Guys were awesome at this location. They gave me all the information. Very precisely
Sharad Y.I'm being billed for a full day when the women on the phone said I would not be charged for it being a little late, I got off work at 6 and had it there by 7:30, it was rented untill 2pm but that is why I called to see if it was ok to return a little bit late. Giving uhaul horrible reviews stick to your word. Next time ill rent off enterprise or a friend screw this.
Jonathan S.All good for my needs
Richard H.Site staff are excellent but they have to contend with people returning trailers after hours and not cleaning them out. That adds to staff workload. Do you have a chargeback method to cover that?
Carol P.very friendly staff at pickup and return will use you guys again, why would i buy a trailer
Ricky L.Nothing!! Everyone was very friendly and helpful. The truck was great!
Karen C.The guys at this location were terrific.
Klaus F.Very busy location. Needs more workers.
Erin D.The staff was excellent and easy to talk to and helpful they get a 100% pass. They need to be recognized for their service. Thank you Wanda
WANDA E.Better trailer
Paul A.The mobile pick up is confusing and not very helpful. The people I actually spoke to were very pleasant :)
chris D.Exceptional customer service by both people who helped me. Please provide someone who can go outside to answer questions about how to drive vehicles when renting.
Lori W.Very friendly service
TERRY W.The manager Sam was extremely helpful. I was having a hard time digital drop off. She was able to help me. This was after hours.
Louise V.All is well
John R.Service people at the time seem preoccupied or distracted with other tasks. The service rep never came out to go over the vehicle or explain anything. We were on a pretty tight schedule and ended up driving off without the blankets, so we had to return to pick them up. Our attentive just pointed in the direction and said they're over there. It's becoming a problem with a lot of the work force these days. I blame the cell phones, not so much the people, they're the victims in this case
Matthew K.Kane and Justin always make my day! They know how to help in a tough situation!
Jasmine S.Staff was great
Frederick T.Everyone was great from start to finish. Thank you
Kaitlin S.Welland Ave is always good to me! Thank you to Brandon for helping me with my rental!
Jasmine S.I was just wondering why is it's so expensive to rent the open trailer 5'â€9 size I payed 31.45 the first time and then when returned the trailer other 31.65 again I think that's a little to much you think.
Roy Q.I had a hard time getting the key out of a key box. Overall a great experience.
Agnes O.Staff were friendly and helpful. Great experience. Website times out often so booking was difficult
Christine B.Jasmine provided excellent customer service! Easy in and easy out, same for the return. Jasmine was efficient and effective, I felt welcomed and appreciated at Uhaul. Thank you!
Paul P.Brandon Roberts was professional and had excellent customer service skills. UHaul should pay its employees more, because this location was super busy and each employee was doing the work of two people.
Robert G.The staff that are there are very friendly and work very hard and as quick as possible. But you need more staff. Long wait to get equipment. Maybe e1 showed up at the same time. No wait when I returned equipment. Prices are very reasonable.
Tim B.Was easy and efficient to get a vehicle to move what we needed.
James M.Easy , quick and efficient service. Would definitely use Uhaul again.
Terry C.Kaleb who helped is out was terrific. Polite and very helpful.
John N.Really friendly staff which is a first for me as I had used the horrible royal Windsor location in Mississauga before moving to St Catharines. Will be back!
richard B.Great service friendly efficient third time renting just keeps getting better thank you staff Welland Abe location
James O.Great experience from beginning to end!
Alison S.Trailer was hooked up by an employee. I thought everything was good but once I started to load the trailer up it detached from the truck I found the employee forgot to lock the trailer to the hitch. Luckily this happened while parked because I was moving about $20,000 worth of tools/toolbox and it also could have caused quite a bit of damage to my truck if this happened while driving.
Brendan F.The window crank fell off while I was trying to wind up the window while driving. More importantly, the recommended # of litres required to return the fuel to the level on the contract was ~27 litres. I added 30 for safety. This resulted in me spending 80% more on fuel than necessary. Instead of returning the fuel gauge to 1/4 tank, it was almost at 1/2. The extra 3 litres on a 124 litre tank would not explain this. Further, the staff response when I raised this upon returning the truck was to blame U-Haul corporate for the refill suggestion printed in the contract and attempt to talk me out of addressing my concern with the manager. The service in this case was disgraceful and the additional fuel cost was upsetting. I will have rented 3 U-Haul trucks and trailers over 3 consecutive weekends and I am now sorry I chose U-Haul. You must do better.
DONOVAN R.Pick up the truck not clean and I used to do the walking arround the equipment with one of the employees.
FERNANDO C.Nothing, I always get excellent service. Staff always friendly and professional.
Ernie K.keep doing the excellent customer service awesomely great
Richard B.When it is busy at the location it takes a while to pick up or return the truck
Jim M.The beginning was good but when I return the truck, it was very poor arrangements as the U haul sight was not working, the instructions are not correct to drop off the key, nobody was there to help me, etc. Even the help phone number was not working and the chat was unavailable! A terrible experience, wont go there anymore!
Praveen S.Both the person who checked us in and out were fast, friendly and efficient. I highly recommend this location.
michele M.In the morning for rental pick up and later in the day for rental drop off have more people working. There was 10 people in line to get their rental. The rental agent then had to go outside and hook up the trailer. I had a time pick up and was there for an hour. Other then that it went smooth.
Dave C.Great customer service. Thank you for looking after all the details.
Steven S.The app does not let me extend the rental or give me a way to calculate the amount of fuel required for the vehicle. The link refers to the calculation 'at the bottom of the contract' but for truckshare the contract is an email and there's no fuel info at the bottom of the email. This was very frustrating. Please fix it.
Donovan R.Vacuum the seats, fill the tank up before I take it so I need only to bring it back filled instead of having me contest if my fill is 5/8 vs the way you gave it to me with the needle slightly over half mark - stop nickel and dime'ing the customer. If I reserve a ONE-WAY 4 weeks in advance from city A to city B then HONOUR that reservation instead of surreptitiously sending me an email the day before saying there's no truck in city A but you can go to city C (1 hour away) and pick a truck for your 'reservation' - how is that helpful - Budget, Discount, Enterprise, Penski - are options I will need to consider next time
James G.The van was next to impossible to enter as it was parked in a way that the vehicles were incredibly close. Neither myself, nor my daughter are large people and we struggled to enter without touching other vehicles. The clerk also indicated that the fuel gauge started at 7/8 of the tank and when we entered it was barely above 3/4. We would have brought this to the attention of the clerk, but the room was so jammed, we decided against it.
Colin S.Surprised no walk through of vehicle after renting. Don't have data on my phone so was not able to access your messaging . Disappointed charged mileage for an in town move.
Rob F.Everyone was extremely kind and helpful. Fast and easy to set up the rental and to return it. It was a great experience.
matt W.Wonderful customer service and quality of product.
Jennifer B.I didn't like the $1 charge for some invironment fee. It should say so then .
Roger L.Never choose this location to drop off your truck. Took an hour for them to figure out that I drove a few extra miles/km. For a multi million dollar corporate making the employees use their own phones to log data into their system just doesn't seem right.
Steven T.I couldnt find a spot to put the trailer, and it took a little while to find someone who could help me unhook.
Nick A.Always friendly service here. Slow at times, but it is busy and it is a rental place so lots of paperwork. Overall a good experience
Kevin M. | First ImpressionsI could not open the door to my unit as i am a disabled senior. I went back into the store to get help. He came out, struggled to get the door open, and even to close it. He even mentioned about the door being stiff. No offer was made to oil it . When I came back later, my husky friend had trouble opening and closing the door. I was upset because I had asked them to call me when another locker opened. After waiting a month, I called myself and they said they had ONE left. I hurried in to hear another person renting a l9cker. People see old people and just ignore them, I always had good service 0reviously, maybe he didn't care as it was a cold windy day. Thanks for your time. Janice Sanvido
Janice S. | First ImpressionsThank you for many years of storage
CARRIE C. | Overall ExperienceReally please with the service Tks
Jean G. | Overall ExperienceVery friendly and professional staff. Clean and very well maintained facility
David D. | First ImpressionsPerfect
George A. | Overall ExperienceMy experience was good whenever dealing with staff in person, they were helpful and competent. My main disappointment is that I could never get through to the office by phone (over 10 attempted calls at different times over a week). As a result I have an outstanding accounting issue that hasn't been addressed.
Kenneth E. | Overall ExperienceVery friendly staff. Good value. Will use again
Cameron M. | Overall ExperienceI had no problem at all with the staff, they went above and beyond for me!!! Especially Sam the manager. However I will be lodging a full complaint about the two units that I rented!! The one unit which I kept all my furniture in my couch there was a piece about 2 inches long eaten by mice this couch I only purchased three months before I put in storage. The other unit was totally infested with mice and there was a leak in the right corner at the top all the way along the unit all the boxes were soaked and moldy all my clothes were damaged my vases were damaged and the mice had eaten through everything. There was absolutely no perishable goods in that unit there was no reason for mice to be in there!!!I am very disappointed with that I lost a lot of property that meant things to me and because of that storage unit I no longer have them.
Pam P. | Overall ExperienceCustomer Service was amazing. Staff was knowledgeable, professional and speedy.
Noah M. | First ImpressionsI love uhaul use you guys for years wouldn't go anywhere else
RONALD J. | Overall ExperienceAbsolutely the best company I've dealt with this year, actually best company I've ever dealt with. Sam came through for my family big time in our time of need. I recommend her for any of your moving or storage needs. I definitely am I repeat customer. Thanks a million Sam, you are a stand out in our families eyes
Carrie B. | Overall ExperienceThe staff went above and beyond to help me and dispose of some of my items. They were courteous and friendly each and every interaction was a pleasure!
Beth C. | Overall ExperienceService is great. But I think that they should prorate as well. I only had my things in for a month and a half but I had to pay another full month so I lost out on $53 because they do monthly. Sometimes people find places to live before the end of the second month. I really recommend prorating for this reason.
cynthia s. | Overall ExperienceHad some minor issues with the latch on the storage unit and the truck was not where I was told it would be but overall great experience because the staff are EXTREMELY helpful and nice!
helen d. | Overall ExperienceStaff in particular were excellent!. Friendly and very helpful!
helen d. | Overall ExperienceCan't remember her name (Sam?) Absolutely fantastic service each time we were in.
Jeffrey W. | Overall ExperienceThe Lady who dealt with me at the Welland location was Awesome - Very Friendly and Professional. The Gentleman, located in Hamilton, who took my call and set everything up was Great!
JUDITH G. | Overall ExperienceChanged size of unit with no issue.
Johnny S. | First ImpressionsDue to a snow storm we couldn’t get to move and was charged a month rent for 2 days not good business
Leonard F. | Overall ExperienceEasy transaction in changes to storage needs.
dave l. | First Impressionsno good
John B. | Overall ExperienceAwesome team you have at UHAUL. Very professional, prompt and knowledgeable. 2x thumbs up. Keep up the great service.
mario c. | ReservaciónThe staff was very helpful and friendly. I would recommend to anyone.
mark v. | Overall ExperienceStorage latch was broken. They did nothing about it. I paid a bill on July 31st of 200$ and moved my stuff out august 6th and they wouldn't reimburse me anything. Will never use this place again Awful
Regan S. | Overall ExperienceNot a pleasant customer service but in the end the rep that I ended up talking to went above and beyond.
carol t. | ReservaciónVery pleased.
Carolyn M. | Overall ExperienceThank You...
Gerald H. | Overall ExperienceMore staff needed, long wait to pick up & return. Otherwise it's good.
ROBERT C. | Overall ExperienceEveryone was extremely friendly, helpful and accommodating. I used multiple services at this facility for 2 months in between moves, and they were wonderful every step of the way.
Kristina G. | Overall Experience