Customer Reviews for U-Haul Moving & Storage of Victoria

Rating:

5.0

Basil and his friend, who was off but helped anyway, flipped the ball on my drawbar to give me a safer towing situation.

Rating:

5.0

App works fine, convenient.

Rating:

3.0

U-Haul app and self check-in are much slower and more hassle than just seeing a person at the desk. Service persons were nice, but badly understaffed for the number of people waiting. Service times were slow.

Rating:

1.0

had to change locations, the truck still was not there, did not make an effort to try and accommodate us. clerks were rude. could only offer us something for 1/2 the time we needed it.

Rating:

4.0

More employees

Rating:

4.0

I had great service from the young man outside but the girl I side treated booked reservations that they couldn't honour as not her problem. Honestly if you weren't tte I ou game in town I don't think people would use you due to unreliability at a time that is always stressful and full of time pressure.

Rating:

2.0

I have two unresolved complaints which the local office seems unwilling to even address with me.

Rating:

3.0

Clean trucks

Rating:

5.0

Please fix the phone app

Rating:

5.0

Thank you to Mr Arora for another excellent rental.

Rating:

3.0

I rented a 12ft x 6ft covered trailer using the website. I arrived early but due to a lineup of people waiting to be served it took longer than it should for my paperwork. When myself and my friend went to pick up the allotted trailer it was nowhere to be found. Two other trailers did not have working electrical for the lights so my departure was delayed further until finally my original trailer was found. The trailer did not have a jack on the ball end which made removing and attaching the trailer very difficult especially when it was loaded and heavy. The trailer also leaked when it rained and some of the contents got wet. On returning the trailer I asked for help removing the trailer but staffing was so short I had to get another customer to help me after waiting for 15 minutes.

Rating:

5.0

Notjing to improve for what I have done. More then accommodating to help me get set up with proper wiring. Many thanks, Sturdee

Rating:

3.0

I feel I was ripped off regarding the amount of gas I had used. I only drove 60km, put $20 of gas in the tank before I returned it, and was still charged another $15 when I returned the truck. It's not that uneconomical a truck. Also, the trucks were parked way too close together. It was difficult to see past the other trucks when reversing as a result. The truck handles like a beached whale. I felt like I was BA driving the A-team van!

Rating:

1.0

Horrible experience all around. We had originally booked a 26 foot moving truck for 3 days. This would allow us to move/store our stuff while moving to our new place. This 3 day rental was shortened to 10 hours. With no apology or 50 dollars as promised we are now forced to rent a storage unit and several 24 hour rentals of smaller vehicles… it has cost us 4 times the price and will be double the work…. After waiting in line I was told by reception that our rental of a 20 foot storage room that we had reserved was not actually available. Instead only a 15 foot storage room was available. I was told I had to check in online. I left the line and attempted to do this. The website did not work. I had to re-line up and check-in in person. We were told that a man would show us to our room. He was unaware which room we were getting so we had to wait while he figured it out. When we got our room it was very dirty and smelt like mold. It is not a secure room at all. The walls are made of thin plywood and there is no ceiling. Only chicken wire that could be ripped off with bare hands. It is a not even a secure building as people were walking in an out of a garage door that was left open. I will be sure to warn all my colleagues and friends of this uhaul location and once this move is done we will not be back.

Rating:

2.0

Summary: the automated checkin experience is terrible with its current bugs. There were not enough employees in the store to help solve these problems. The identity verification check should be done ahead of time. My pickup process took 50minutes, and should only take 5-10 minutes if the processes were optimized The automated check-in experience was awful and took way too long. I expected it to take 10-30min, and it took 50min. After clicking "pick up" when I arrived, the screen just went dark. Clearly something wasn't loading. I tried in vain for 20min to get it to work, using the Google Chrome browser and even the U-Haul app. There was only one employee in the office and many customers to help, and they had to go outside to move vehicles around as well, so it took a long time to get help. Eventually, by tapping around a lot and waiting some time, I got an error message to pop up - it could not verify my location. The employee fiddled around with it and was able to scan a barcode on the door to verify the location. This is terrible UI - it should have given me this option from the start, and popped up an error message much sooner. At this point, it's been 20minutes. I then had to go through verify identity steps, which in my opinion should have been done during the booking phase, not when I am on my moving day! The options were something like: provide a copy of my lease, have U-Haul call my employer, have U-Haul call someone I know, etc. I selected for them to call someone I know and provided their number. It took 7 minutes for them to complete this step, with no time estimate provided while I was waiting. Then, once I got to my rental vehicle, the app tried to show me photos of the rental so I could verify that it looked the same. None of the photos would load. I didn't want to switch to the web browser instead of the app, for fear that I would lose all my progress. Anytime I switched apps while filling something out in the uhaul app, I would lose anything I had filled out on the page (photo uploads, etc), and have to type in all my answers again. A lot of the information I needed was in other apps (verification code to my email, my new postal code, etc), so this happened quite a few times. Getting the key was pretty easy - use the combo lock on the rear door of the truck to open the door and get the key from inside. The combo lock was sticky and hard to get open once the right combo was selected. The moving blankets that I had ordered were not inside the back of the truck, unlike what the app said. I tried to go inside to talk to thr employee, but it was very busy. I decided to leave, because I was now late to my own move. The rest of the rental experience was fine. The truck was clean and handled well, and dropping off involved some of the same problems with the app, but wasn't as bad because I was familiar with the issues at this point. The employees were relatively helpful when you could catch them. I didn't mention earlier, but the U-Haul website would not let me log in with a username/password, so I had to wait for a one-time-password in my email every time I needed to log back in. I got logged out a lot. Overall, my time spent at U-Haul was ~50min.

Rating:

4.0

Hello I was expecting some sort of refund since I brought the vehicle back a day early so I know that for next time

Rating:

5.0

Have vehicles that show kilometers versus mileage

Rating:

5.0

Nice people & a job well done

Rating:

1.0

I requested an in person pick up but was forced into a share ride pick up. The 24/7 wifi did not work on vehicle return resulting in a data overage charge on my phone. I prefer to deal in person.

Rating:

1.0

>COMMUNICATION TO US CONCERNING THE HITCH AVAILABILITY NON-EXISTANT >WHEN CALLING TOPAZ LOCATION-PLEASE HOLD -THEN NO RESPONSE >CALLED A VANCOUVER 604 AREA CODE AND USED MENU TO TALK TO A PERSON IN THE HITCH DEPT. WHO PERSUADED US TO SWITCH TO A MORE AVAILABLE HITCH. BECAUSE WE HAD BEEN WAITING FOR OUR ORIGINAL HITCH PURCHASE FOR ABOUT 3 WEEKS WITH NO COMMUNICATION AS TO IT'S POOR AVAILABILITY. >NO ONE FOLLOWS UP >THE U-HAUL APP INFORMATION DOES NOT COINCIDE WITH THE SERVICE BEING SUPPLIED-DOES NOT SEEM TO BE UTILIZED BY STAFF AND INFORMATION ON IT IS INCORRECT THESE ARE THE SALIENT POINTS LISTENING TO THE INTRODUCTIONS OF YOUR COMPANY, IT SOUNDS LIKE YOU WANT TO PROJECT A POSITIVE IMAGE OF CARING CUSTOMER SERVICE; AN ADMIRABLE GOAL BUT THE STRATEGY FOR THIS NEEDS WORK!

Rating:

5.0

Experience was slightly complicated by asking for on-line check in and out, when in actuality I had great personal customer service and the staff did everything for me.

Rating:

3.0

Took an hour longer than was scheduled and no place to sit indoors.

Rating:

4.0

Maybe a little bit more customer parking would be nice

Rating:

5.0

Rented a Uhaul storage unit for the past year along with 2 - 1 way truck rentals from the Topaz, Victoria location. No issues at all with any of the rentals. Recommend this location to those needing a storage unit or moving truck.

Rating:

5.0

Thank you for helping us with the return process.

Rating:

5.0

All good

Rating:

1.0

Advise them in advance that (a) the wiring could void their vehicle warrant; and (b) that another option exists. Have the other non-voiding option available. Follow through on your commitments to order the parts and to schedule a new time for installation. Call customers back when you say you are going to.

Rating:

2.0

Very poor customer service

Rating:

4.0

I was treated very well by everyone I came in contact with

Rating:

3.0

The two and a half to three hour install took four hours. As I was waiting I discovered that although U-Haul offers to let you wait, there is no seating area to wait in. Fortunately the install itself was well done and I have no complaint about the workmanship or the location staff, just a request for a lawn chair and a drink vending machine to make a customers wait more tolerable.

Rating:

3.0

We used the truck share 24/7 option to pick up after closing, and the instructions on how/where to find the keys were very unclear and because the customer service line was very busy, it took an hour to get the code to retrieve them. I was pretty unhappy with that experience

Rating:

5.0

My only issue was the hours that I could access my locker. Considering that these are indoor, it is completely understandable.

Rating:

3.0

When I arrived to pick up the truck rental, I waited in line to get checked in by the employee. She then directed me to use the UHaul website to check myself in. This was in contrast to the rental we'd had less than 24hrs earlier where a different employee actually checked us in himself. The self check-in is longer, less convenient, and overall a much worse experience. It was off-putting enough that I don't intend to go with this company again and will be talking unfavourably about it with my friends.

Rating:

3.0

Poor communication with the customer about the process. They did not have the equipment we needed or reserved. The instructions for the pickup was not laid out and left a lot of questions and instructions for the limited staff on hand to deal with directly. If we received an email with a "what to expect" list for pickup for the vehicle it would not have been an issue. Also it being the first of the month and only having one person working in the office to check people in was not ideal. I understand how hard it is to find staffing but having a single person dealing with a lineup of 20+ people is a terrible customer service.

Rating:

5.0

The young lady working yesterday morning was very helpful and friendly. 10 out of 10 for customer service. The man who did the return was also very good and he deserves to be commended. Great experience. Have already booked another truck. Thanks

Rating:

5.0

When I called to change my booking the new booking email confirmation never came through. Also I received the prep email AFTER my booking, so perhaps something is going on with your email system. The staff I dealt with were very friendly and very nice, and I would definitely rent from your company again at the topaz location. Thanks for a great experience!

Rating:

1.0

Horrible HORRIBLE check in system with little to no help from limited staff. Would NOT use again. Took 45 minutes out of a very busy moving day to try and get a truck I had booked one month ahead. Horrible service and horrible system. 0/10

Rating:

5.0

The lady at the desk was amazing she deserves a raise , especially with the jerk off abusive customer before me she had to deal with that made her cry

Rating:

2.0

The online booking is just messed up. It takes far too long and is far too complicated with 20 minutes of waiting just for identification verification not to mention not being told where our truck was located. Which was the only one out back. The side of the front bumper was being held on by duct tape. Would rather the old way.

Rating:

5.0

Nothing really. Staff were outstanding. Helpful and knowledgeable. Just first rate!!

Rating:

5.0

Very friendly and helpful staff, who helped people kindly and quickly

Rating:

4.0

I tried to call this location a number of times to state I might be late to return the truck. I was put on long holds, over half an hour each time and/or transfered directly to the main office. The person at the main office helped as much as he could, but he had to transfer me to the booking coordinator. T This person was NOT helpful at all. He basically stated that I had to have the truck back by 1:00 as it was booked for someone else at 1:30. We rushed to get the truck back as soon as we could, only to find there were 3-4 of the same trucks at the location and this was after 1:30. This man made our entire move today very stressful today. We had to throw all of the furnature into the parking lot of our storage place and had someone watch it so we could get to the drop off location ASAP. I was worried I was holding up someone else's move, only to realize this was completely unneeded. This was frustrating and needless to day a bit infuriating.

Rating:

3.0

The person who received the trailer from me was very helpful and inviting. However, the person inside who gave me my refund was too busy checking their phone every second they were dealing with me, all while having their headphones in. Very rude and disrespectful.

Rating:

3.0

Most tedious check in and out process ever.

Rating:

4.0

Friendly service!

Rating:

5.0

Amazing assistance from Puneet. Very helpful and delightful. Thank you.

Rating:

1.0

I had to use an app to reserve a truck after going in person and attempting to just rent one. I have no idea why this had to be done by my phone and I hate that I had to use my phone for it. It's very stupid. Why can't I just rent a truck from the front desk?

Rating:

3.0

The truck I ordered was not there and they did not offer me anything else. I had to return a few hours later and the people I had to help me move had to leave. I was not compensated in anyway.

Rating:

5.0

Planned a move for Aug 27th. Initially rented a van and then modified reservation to a truck. No issues with online booking and contact with the facility team onsite. Very smooth experience overall.

Rating:

3.0

Add more front desk clerks and outside workers. The wait time was horrible but the staff that was on was very courteous

Rating:

1.0

Simply the worst communication, this location and more broadly within the BC leg of this organization. We could never get through to the office. We'd be out on hold and then reconnected to a generic U-Haul line instead of U-Haul Victoria who we needed to speak with. Our ubox was supposed to be delivered on a particular day and just didn't show up. The driver simply didn't arrive. No phone call, no email, nothing. After waiting for several hours and trying to call the office to no avail I finally had to drive there to get this information.

Rating:

4.0

I appreciate the quality of the app/web check-in and return. It makes this quite easy and straightforward. I wanted to change my reservation to pick up two hours earlier but couldn't see how to do that. That would be a useful feature.

Rating:

1.0

For a family with one toddler and a newborn, our day of moving, and childcare was completed messed up due to the lack of accountability for trucks to be returned when they are supposed to be. We had to pay for more childcare due to UHAUL not having a truck for us which was reserved over a month in advance. We only had people available to help us move at 9:30am in the morning and unfortunately had to do the move with significantly less help much later in the afternoon. UHAUL, although doing their best to accommodate a frustrating situation, was very unhelpful. Finally offering a $50 credit for the inconvenience, which doesn't even start to cover the extended childcare costs and inconvenience for us trying to move. My advice, UHAUL needs to have greater consequences for trucks not being returned, and better solutions for when trucks are not returned at their intended time.

Rating:

4.0

Staff was very helpful and pleasant.

Rating:

2.0

The guy at the counter charged me $10 more than the actual bill that came at the end of the trip. You also need to improve your app.

Rating:

4.0

In and out was quick and easy. Thanks!

Rating:

4.0

Sometimes the vehicles are parked way to tight together.

Rating:

5.0

Great Staff......very efficient

Rating:

5.0

Great service.

Rating:

5.0

Professional, efficient, clean. Great staff.

Rating:

2.0

Here are a few suggestions that might help improve the situation for the next customer: Clear Communication: The staff should communicate clearly that online check-in is required and explain the reasons behind it. This way, customers won't be caught off guard and can come prepared. Assistance and Guidance: Even if online check-in is necessary, the staff should still be available to assist customers who might have trouble navigating the process. They could offer guidance or help troubleshoot any technical issues. Engagement and Courtesy: Staff members should prioritize customer service over personal activities like being on their phones. Greeting customers, answering questions, and providing a welcoming environment can greatly enhance the overall experience. Flexible Options: Some customers might prefer traditional in-person check-in. Offering both online and in-person options can cater to different preferences and situations. Training and Supervision: Staff members should undergo proper training on customer service etiquette and best practices. Regular supervision can ensure that they're following these guidelines.

Rating:

3.0

First 15' truck I was offered had a 1” stone chip damage at drivers eye-sight - unsafe and it was not documented as existing in the online photo or paperwork. They happily switched vehicles and the replacement was fine, and performed very well.

Rating:

4.0

To improve for next time. When arriving to pick up the trailer and also when returning the trailer, it took a while to get someone to come and check out the trailer, in spite of promises that a "colleague" would be there to help me out. The service could have been a bit better.

Rating:

4.0

The radio didn't work but what can you do...

Rating:

3.0

I got charged a lot more than it showed. I only travelled a total of 15km but I got charged for 50. I paid a lot more than I should've. Quite annoyed, will be coming in tomorrow to discuss and get refunded.

Rating:

1.0

Thousands of dollars worth of my things were stolen and the management did nothing to compensate me or help the situation. Very disappointed with the lack of customer service and respect at this place.

Rating:

5.0

I loved walking into the spacious storage space that smelled fresh and clean instead of musty and dirty! I love envisioning my belongings in this lovely space and knowing that it is accessible for me to return to to add more items in the future. Thank you so much!

Rating:

1.0

I called to reserve a trailer & storage unit, when I arrived at the Victoria location they told me they didn’t have my reservation, even though I had a confirmation email indicating I did? They told me I booked on line & they didn’t have the reservation. I then paid for a new unit as they said they didn’t have my reservation. The hours on their website indicated they were open until 10:00pm when I returned to the location to drop my furniture off it was closed! I called the corporate office looking for clarification they said that location was closed & I couldn’t access my storage locker! I had to pay for a hotel & had to return in the morning. Months later I get a call from the office indicating that I owed them for additional locker? They also threatened me including they are putting a lock on my storage locker until I pay for the 2nd locker! This company is absolutely ridiculous & poorly run! The communication between their employees is horrible & now they’re trying to charge me for a second locker, despite them not having my reservation. I will never use the company again!

Rating:

1.0

Staff called/emailed my ELDERLY mother who used her credit card years ago for a deposit on a truck and has absolutely NOTHING TO DO WITH "MY LOCKER" They even after I spoke with several employees several times and asked them to remove her from my file they still continued to call and harass her. You also had my father's credit card attached to my file. MY FATHER PASSED AWAY!! This whole experience was stressful and very very unpleasant. If the employees can't remove my info then perhaps they need better traing.

Rating:

1.0

No elevator, are you kidding?

Rating:

4.0

The unit was clean and I would like to say a light in there would have been helpful otherwise it would have been fine. As a senior having an elevator would have been helpful.

Rating:

5.0

Clean well kept place

Rating:

1.0

The female attendant that helped us this past Thursday afternoon at the 790 Topaz location to book my storage locker, did her best to refuse service to me. It seemed to be and felt like discrimination. I asked if she had the unit I wanted, she said no. I asked if I could book two smaller units, she attempted to process it and then said my card wasn’t good enough. I asked if I could book this online, she said no. This woman smirked at me, rolled her eyes and did her best to not take my money. I walked out, booked the exact unit I had even originally wanted on my phone and walked right to my storage locker next door that was bought and paid for. The next day when I filled my locker, another young female customer walked out of 790 topaz extremely upset. I asked her if she was ok and it turns out she had a similar experience to me. I felt reassured that this is a business that allows their customer service representatives to act with discrimination to everyone, not just me. It confused me that this 790 topaz U-Haul employee did her best to refuse taking hundreds of dollars from me, but then, right in front of her, on my phone, I booked exactly what she told me wasn’t available and what I couldn’t do. With a free lock. Probably one of the more confusing and hurtful experiences I’ve ever had.

Rating:

4.0

Kirthi was very helpful, she navigated the online check in with ease, I had trouble with it.

Rating:

3.0

I did not appreciate being charged a $15 "delinquent" fee after my auto-payment did not go through due to the loss of my wallet (I was waiting for a new card and paid 2 days later). I am not happy about that.

Rating:

3.0

Unfortunately my storage locker was broken into and is still not fixed. The staff are very hard working but parking at times is impossible. It seems to be much better lately ( new owners?) I have rented for 8 years so I can speak from experience. They recently changed from full access to timed not convenient for me, I’m leaving due to life changes all the best to the staff.

Rating:

3.0

Only negative answer is to question number one, that’s because although the storage facility secure for sure, and for the most part well-lit. My particular storage unit, had not one light in it. This would be an easy upgrade to ensure customer appreciation when renting that unit.

Rating:

1.0

This facility is poorly maintained, I would suggest putting some money into upgrading your facilities, I gave my notice immediately and hopefully my belongings aren’t ruined by this filthy storage unit

Rating:

1.0

Got screwed on the truck rental and on the phone not professional

Rating:

2.0

You gave away one of my units because I was a day late coming from Edmonton to Victoria when I specifically called at the end of January (as instructed by U-Haul) to push the move in dates for 2 10x10 units from January 31st to February 10th or 11th. I was very clear that I could possibly be a day late coming in due to weather and road conditions through Mount Robson, Blue River and the Coquihalla with a loaded 26ft truck (equipped with inadequate tires for the Coquihalla I might add). No problem I'm told. No one answers the phone at your facility and when they do, you're put on hold for more than 10 minutes or disconnected so I couldn't get through to verify I would actually be late by one day and arriving on the 11th. The U-haul movers (Andrew's Moving are FABULOUS!) were re-booked from the 10th to the 11th at your facility! Regardless of those facts, these arrangements were made in January so I could secure the units I needed to accommodate a 26 ft moving truck coming from Edmonton....all booked and contracted through U-haul. What did you think I was going to do with the contents of the truck once I arrived in Victoria if you gave away one of my units? The young guy that directed me on instructions for the facility etc., was far more helpful and efficient than ALL the customer service staff behind the counter.... Who btw were apparently there from other locations and didn't know jack. After 45 minutes, I ended up with 1 10x10 and 1 5x10.... As expected, 5x10 didn't fit all the contents of the truck despite the extraordinary Tetris skills of Andrew's Moving :( Oh and while the small elevator worked well, all the floors in the hallways of the facility are all uneven warped wood so lighter boxes kept bouncing off the moving dollies. Lol... This was my experience. I would highly recommend Andrew and his crew at Andrew's Moving! He's the only good thing that came from this nightmare. I am absolutely using him again when I vacate this facility. Thank you Andrew!

Rating:

5.0

I was very impressed with the entire experience. The staff were helpful, they took me to my new storage unit, showed me how to enter the code to gain access, showed me how the freight elevator works and showed me the unit. The staff at the counter are all friendly. I rented a cargo van and it was in mint condition. Just what I. Needed. As for the store itbis so bright and clean. So easy to find things, great selection of packing items ! I highly recommend this store/storage units and vehicles !

Rating:

5.0

Staff were great.

Rating:

5.0

Affordable and you can cancel any time, without notice.

Rating:

2.0

The staff working in the main office definitely does their best to work with what they have been given. I have no complaints about the individuals working but as a whole my experience was not great. I will hopefully not be returning to uhaul for any storage needs, and will also not be recommending your services. The building is cold and poorly lit, unmarked paint destroyed items of my clothing and was never rectified, poor hours made it hard for me to utilize my locker as I work out of town for extended periods of time, the automatic doors were never working, there is constantly not enough parking and it is always filthy inside and out.

Rating:

2.0

Never any staff around to help, poorly managed.

Rating:

1.0

Please see my review on the website. I had my belongings in storage there from November 2014 until October, paying approximately $230 a month by the end. Approximately 1/8th of my belongings were salvageable. Everything was covered in mouse urine and feces. I mean things were sticky with urine. There was even a nest. Holes were chewed through golf bags, cardboard boxes and even plastic bins. I paid for heated storage. It was not. Mildew and mould covered everything. Everything. Even items in plastic bins was damp. That’s quite a moisture problem. The things I salvaged stink still, but it’s things that belonged to my husband, who passed away in 2014 when our daughter was 14, and documents and possessions of my family. Some documents are 120 years old. I’m trying to have incredibly old photos preserved after they were severely damaged by the damp. Thousands of dollars of shoes beyond repair. Clothes destroyed, every book ruined, including my daughter’s childhood books, anything metal corroded. The things I salvaged are a health hazard, and it’s a painstaking process cleaning it all. I’m hoping it’s not a small fortune to save the photos. I have photos and videos, and I’m reporting my experience to the BBB.

Rating:

1.0

I was charged for 5 months of storage a gave you notice I was done and you still charged me that's called stealing I called twice and was told I'll have a call back in ten min and never heard back once

Rating:

2.0

I'm picking up the rental truck on the Saturday morning everything went smooth staff was kind helpful courteous Etc everything was fine until we returned the next day to get our storage unit and return the vehicle as we were in a rush to get unloaded and square things up and get to the ferry terminal so we can get home on the last Ferry of the day everything went sideways quickly after waiting in line for some time we were given our storage locker which I had reserved the week before thought everything would be good till we got our truck half unloaded wielded down the hallway inside the storage facility only to find out that the unit they had given us had already had a lock on it from somebody who hasn't paid in months or something so by the time we went back nobody was at the desk everybody was cleaning vehicles or doing whatever gave us another unit which is a couple feet bigger and we were told we're going to have to pay extra which if that's the case I will take all my stuff out and move to another storage unit somewhere else but if that's all that was available there's no reason that I should have to pay extra because somebody didn't check their paperwork or the system to see what was available regardless we had all our stuff down the hallway we had to bring it all back put it in the elevator bring it up to the third floor and we get to the second unit that was given to us only to find out there's a padlock on that also so we had to go back down walk back to the office wait for somebody to come with the key to unlock the U-Haul padlock so we will have access to the unit and then it was a big rush to put our stuff away as we're running very close to missing our ferry to get home and upon dropping off the rental truck I had told the girl it was a little bit below quarter tank which is what it had when we picked it up and she said that's okay don't worry about it which I assumed was that's okay not to worry about it not that we get charged a crazy amount for a little bit of fuel otherwise as I told her I would have run down the street and put gas in it myself for much less so between the extra charge for a unit that I did not ask for and the time wasted and the extra effort it took to load all our things from the truck into the elevator into the second storage unit and the additional charges for fuel and the additional charges for the storage unit that has nothing to do with my reservation or what I asked for we were not very pleased with our experience my wife and I were really hoping to send an email to head office or contact somebody regarding this and see if we could keep the rate we had for the original 10x10 unit and not be charged for the fuel because I had offered to go down the street to put a little bit of gas in and I was told it's okay don't worry about it instead of well we're going to have to charge you exit number of dollars for the extra fuel so again not pleased and my wife is actually looking into other storage solutions for our stuff so we're not sure how long we'll keep our things there

Rating:

5.0

Would use again. Everybody was very helpful and understanding.

Rating:

5.0

Very happy with the whole experience with U-Haul in person staff. Professional, helpful and friendly.

Rating:

3.0

I was called by that branch asking for payment after my first month when I was already on pre pay , when we were moving out I called and talk to a lady saying this was our last mount she said ok , stopped pre pay , then after we moved out they call asking me to make a payment ??

Rating:

4.0

Rat trap glue that was placed in the wire cage above my unit melted onto some of my personal belongings.

Rating:

5.0

Very well maintained

Rating:

3.0

Staff were friendly. If I could, though, it seemed like transactions took linger than expected and my impression is that only a couple staff members appear well-trained.

Rating:

4.0

The motion sensor activated lights did not activate one day last month. I mentioned it to a staffer on the lot, and he noted he would tell maintenence.

Rating:

5.0

More and better carts needed

Rating:

5.0

The rep, Dhiraj, was very helpful, polite, and through my tired mindlessness, patient. He made sure I had the right locker to suit my needs, and answered all my questions. Great customer service.

Rating:

1.0

The bay door never worked. The lights were constantly going out on me. There were several times I went to access my storage when it said online it was open and it wasn't. Stairs to my unit without any sort of assistance and in a tight corner which made it very hard to move things in/out Also, your staff seem to be over worked and under paid.

Rating:

3.0

They were severely understaffed and I spent a lot of time waiting around. At one point the guy helped another guy who was behind me in line which really annoyed me. I do think that this location is very good and if it were fully staffed I’d have rated it excellent.

Rating:

1.0

Worst U-Haul in Canada, and I have used many across country. Worst storage facilities we ever experienced. Staff was rude, not friendly and didn't know how to do their job. When we moved out, the girl at the desk, who barely understood English needed to ask a Canadian employee to help her to end our storage unit rental, and it turned out all she needed to do was push one button that says move out. It took her as a result, ten minutes instead of the two it should have taken her. Just a ridiculous horrible experience all around. At least the girl at the end wasn't rude, she was just incompetent. The two males from India are rude, and arrogant, and still didn't know how to do their jobs and blamed the computer for their incompetent abilities. Witnessed a tour when moving out and the potential customer stated that the unit looks smaller than advertised on the website ( which it is) and the East Indian staff, just dismissed him and said he was wrong, that it is the same. So the potential customer who didn't like being dismissed as stupid, told the staff member that he wasn't going to do business with this U-HAUL. Who ever owns this U-HAUL should replace these rude incompetent employees that are only there to get their permanent resident, because they have zero integrity and care nothing about doing a good job or the customers.

Rating:

1.0

I will never be able to use a Uhaul storage facility again. My storage unit was covered in mouse droppings and I was forced to call Got Junk and pay $600+ to have half of my items thrown away. These items consisted of hockey (skates and padding) and lacrosse equipment, boxes of clothing and other house hold items totaling approx. $3000. I told and showed the manager of the facility all that was being thrown away. The guys from Got Junk wouldn't even place some items on their truck as it was so disgusting!!! I was so upset to have paid so much money for the largest storage unit and it was disgusting. Will never go back to any Uhaul EVER! I was told to reach out to Uhaul to file a claim, which I did and I have not heard back from anyone for 30day! This is very upsetting.

Rating:

1.0

Rude staff that do not care to be there.

Rating:

3.0

My storage unit needed brighter lighting. If I needed to see detail I had to move the box or item out to the hall, which sometimes I couldn’t do by myself (inconvenient). Eventually I brought a flashlight in (inconvenient). In regard to security it was worrisome to see the main doors staying wide open, on a consistent basis. I know there are security cameras but most of the time the staff were so busy or out of the office area they probably wouldn’t see anything suspicious until it was too late. Access hours were good but on a consistent basis there was nowhere close to the storage units to park my vehicle due to Uhaul trucks, bins or other cars in all the spots and areas (inconvenient). This meant I had to come back another time (inconvenient). I changed up which day of the week and the time of day I came but it was still a negative issue. I didn’t mind walking a block if I was just there with a small item but if it was a box or bin I couldn’t carry it that far and I wasn’t going to take a loaded trolley down the road. This was my first experience with renting storage units so I have nothing to compare it with. If someone does ask me about storage facilities I would mention this Uhaul facility but only if the person was desperate.

Rating:

1.0

Took a hour to book our unit. The staff at that location was rude and had no integrity. His name was Gerjit. Even after giving up my spot in line to a lady who was running late, Gerjit tried to help the customer behind my wife and I rudely. When we did finally get our storage unit our code to get into the storage area didn't work. Gerjit refused to fix it, then lied to us about the storage access hours. We were late for work because of this, and we still have not been able to store our belongings. My wife and I are pre-Med students and both work full time and this has really messed up our schedule. Gerjit gave us the worst treatment ever experienced with U-Haul. From George and Joanna.

Rating:

1.0

My reservation got lost. They booked me into a locker already occupied. Next Locker I was given was actually the empty one with rodent traps. Automatic payment was not set up properly so I got a delinquent notice. The whole process was painful everytime I went there. Will never do it again...ever.

Rating:

5.0

Raj- Manager is the most helpful person I’ve deal with. Very professional with great customer service skills. Puneet Kaur - assistant manager- great!, professional, understanding, helpful; willing to go extra mile to help you out:) I will always go back in the future. Keep up the great work!

Rating:

1.0

After closing and paying for the locker i kept getting outstanding bills try calling them to let them know, but got no where with that , went back to the actual place and i think the lady there took care of it Fingers cross that i will not get anymore bills

Rating:

4.0

The facility smells of humidity and there is no lighting in the unit. Only ambient light from the corridor ceiling. Staff super friendly and very polite. Overall positive. Thanks.

Rating:

5.0

The staff were always friendly and helpful.

Rating:

3.0

Took way to long to rent a unit. I have rented many times and this was extremely long. The lady said she had been up all night didn't sleep and could not function properly. Had to get someone else to help and had to wait many times as she could not figure things out on the computer. The. When I went to check out the guy didn't know how and had to wait again for someone else to do it.

Rating:

3.0

Two floods in 3 years, terrible parking and very difficult trying to get to loading doors due to WAY too many trucks for that location. Moved to a location with better access and flood free.

Rating:

4.0

It would be very helpful if the storage hours could be extended beyond the present 7 p.m.

Rating:

5.0

The staff were helpful and efficient with the transactions.

Rating:

3.0

Wish it was easier to contact Topaz Ave. Victoria, BC. When I called, each of the 4 times I was directed to a US employee. Staff, when finally got to meet them were helpful and friendly.

Rating:

2.0

I was sent away and refused service with 30 min left before the end of a work day.

Rating:

2.0

Bad management at this location, was not clear how to move out and they never pick up the phone

Rating:

1.0

One of the worst experiences I’ve had with uhaul. My issue has STILL not been dealt with and it’s been months now. At this point I’ve told myself I will never use nor refer uhaul again!

Rating:

5.0

Vishnu was very helpful and patient throughout the visit. Good customer service’

Rating:

2.0

Found out after I paid that my unit was on a second floor with no elevator and I had my move large furniture by myself (which would have been less dangerous with an elevator). Had to go back to customer service 3+ times because attendant did not give me access card, did not tell me how to enter the building, just did not seem to be focusing on what he was doing. I asked to be put on a waitlist for a first floor unit but did not get any confirmation.

Rating:

1.0

The lockers are smaller than advertised and when you are storing 18 inch boxes the 3’ wide storage rooms need to be just that or they are useless. The first room they tried to put me in was about 28 inches wide and when I complained they put me into a room that was 34 inches and still charged full price. I was left with no choice but to find storage elsewhere and then had to rent a truck to move everything to the larger storage room at a different facility.

Rating:

3.0

Lots of garbage outside and inside building Victoria location was also was being difficult accommodating to me because I didn't have a helper

Rating:

5.0

Je vous fais un commentaire en français, vous êtes les meilleurs équipe que j'ai rencontrée, ça fait des années que je fais affaire avec U-Haul. Vous incarnez la sagesse et gentillesse. Merci beaucoup d'avoir faciliter mes 3 jours. Pour ramasser mes choses. Un gros merci au manager. Nadia L

Rating:

1.0

Worst customer service and company all together. Worst experience with them. Terrible storage. Half my belongs got moldy. Would not recommend.

Rating:

3.0

Sometimes difficult access because rental vehicles and trailers get parked infront of the storage area blocking parking spots. Mice poop but never saw a mouse. Confusing access if you're the first one there (no instructions on how to turn on the automatic door). Elevator works and there are usually carts to use.

Rating:

2.0

The one question not asked was were my things kept safe and secure! The Uboxes we rented were convenient but it appears one was dropped at an intensity strong enough to have broken my dining table

Rating:

3.0

The parking is terrible, staff even park in the only two spots that seem to be associated with the storage units. Staff is typically dismissive, or rude. Only one person had good customer service through the three months I rented storage.

Rating:

4.0

Staff are very friendly and helpful

Rating: