Customer Reviews for U-Haul Moving & Storage of Victoria

12,158 reviews

776-790 Topaz Ave   Victoria, BC V8T2M1
(No on-site parking available for customers during rental)

(250) 382-4711

View Facility Map

Office Hours

  • Mon-Thur: 7 am–7 pm
  • Fri: 7 am–8 pm
  • Sat: 7 am–7 pm
  • Sun: 9 am–5 pm

Services at this Location:

Contact Us

(250) 382-4711

776-790 Topaz Ave
Victoria, BC V8T2M1
(No on-site parking available for customers during rental)

Services at this Location:

Office Hours

  • Mon-Thur: 7 am–7 pm
  • Fri: 7 am–8 pm
  • Sat: 7 am–7 pm
  • Sun: 9 am–5 pm
  • Free towing inspection
  • 24 hour customer return

Testimonials From Recent Customers

Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.

Overall Rating:

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Rating:
5.0

The advertising of the lower tailgate loading height is absolutely true. High quality equipment which works great. Be aware that advertised box length of trucks includes the upper 'mom's attic' extension.

Timo V 
Rating:
5.0

Customer did not leave a comment.

trever b 
Rating:
1.0

Order I had placed online was not ready, equipment changed twice. Attendant answered phone calls while I was trying to check in, no support. Extremely disappointed in the service and experience.

Laurel G 
Rating:
3.0

Horrible experience. Had to drive 30 minutes from our selected location. The truck was parked 2 blocks from the pick up location. Unknown where the location was as there were multiple trucks parked randomly on the road. We did not get any of the equipment we requested and the employee at our drop off location said we would probably still be charged for them. Over all this was the worst uhual experience I've ever had. We have one more move coming up and are considering other options.

Mark R 
Rating:
4.0

Customer did not leave a comment.

Clare A 
Rating:
2.0

Customer did not leave a comment.

Cole M 
Rating:
3.0

Customer did not leave a comment.

Philip R 
Rating:
5.0

Customer did not leave a comment.

zhu B 
Rating:
5.0

Customer service was quick, courteous and good. In and out quickly with exactly the vehicle I requested.

Kirk B 
Rating:
4.0

All in all a great transaction.Your online booking is hard to maneuver around but usable.

Dan C 
Rating:
4.0

Parking is the worst part about renting from here. There is no long term parking near by. Need to bring 2 people and be prepared to drive a distance to find long term oarking

Brian H 
Rating:
2.0

I was told I would be billed in miles. The van odometer is in miles. But final invoicing was in kilometres. Which ended up costing me twice the quoted rate. Not happy.

ROBERT H 
Rating:
5.0

Customer did not leave a comment.

Jerry Z 
Rating:
4.0

Staff were excellent but location is a bit busy and difficult to park. Otherwise everything was perfect

Larry M 
Rating:
5.0

The rental and return were easy and involved only a few minutes. The only weak point is the difficulty of finding parking for personal vehicles.

Gordon B 
Rating:
1.0

I booked and paid online to only have to repeat in store When I asked what time they closed to retire the trailer and dollie I was told 6pm. I arrived at 5:30 and they were closed. I used the app but after entering the photos it went down and I wasn’t able to log back in. When I got support online they suggested that I return in the morning. Absolutely terrible customer service !

Clay B 
Rating:
5.0

Trailer brakes need setting up

john h 
Rating:
1.0

Customer did not leave a comment.

Heidi D  |  Overall Experience 
Rating:
5.0

Trucks container was very clean, but had a really bad smell of garbage/food rot. Nonetheless it still served its purpose very well. PS. Regardless of how clean it is, use blankets.

Peter H 
Rating:
4.0

When we first arrived there was a long line (40 min wait) The staff were very patient with a very difficult customer. So we left and came back later to a short line. The first trailer we rented smelled like manure but the staff made the return easy . Apparently homeless sometimes shelter in the trailers) All of the online booking was very easy. Only complaint is that it seems that U-Haul is now using surge pricing. Also I think you need more staff because 1 complicated customer can really slow things down.

Jody P 
Rating:
5.0

Prompt and very easy, both picking up and dropping off.

Mike L 
Rating:
4.0

Customer did not leave a comment.

RICHARD B 
Rating:
4.0

Very efficient. Lots of moving equipment offered.

ron d 
Rating:
5.0

Customer did not leave a comment.

Sallie A 
Rating:
3.0

Trailer was filthy

Dan M 
Rating:
5.0

Customer did not leave a comment.

Robin A 
Rating:
1.0

I was disgusted by staff and overcharging us for gas by 45$ on just a smidge off from after we filled it to where it was. Staff was rude and unable to speak English well enough to understand them. I would never recommend them to any of my friends ever. It is poorly run and rude to clients. I am even moving my storage to another company.

Heidi D 
Rating:
5.0

Customer did not leave a comment.

David B 
Rating:
3.0

Customer did not leave a comment.

Jason G 
Rating:
5.0

Customer did not leave a comment.

WEIJING Y 
Rating:
5.0

Customer did not leave a comment.

Cina S 
Rating:
4.0

Customer did not leave a comment.

michael d 
Rating:
3.0

Customer did not leave a comment.

Brendan W 
Rating:
3.0

Truck had loose parts in the front suspension steering, Check-in with app saves no time, still have to wait in line up at counter, leaving the lot is dangerous as you cannot see traffic coming from right in box vans as vision is limited to the right.

Barrie R 
Rating:
4.0

The manager was very helpful. my original booking didn't suit my needs and he made adjustments to help me

Oliver B 
Rating:
3.0

I was moving and needed to rent a truck. I rented a 15ft truck from a different location on Tuesday and my experience was very good. The guy helped me with everything and showed me the truck. And at this location i had to go look for the truck on my own which took a while. The truck was parked next to a concrete wall which it a bit more difficult to get out.

Nirmal T 
Rating:
5.0

Thank you for making this such an easy experience. I am definitely pleased with all the service I got from the pick up location

Brian I 
Rating:
4.0

Great service. Better than the rest! Seriously. Thank you for helping us through a stressful time. You are our go to!

Chris J 
Rating:
5.0

Customer service staff were so professional in dealing with the impatient people ahead of me in line. They made the process as easy as can be and explained it very thoroughly.

Michael G 
Rating:
5.0

Customer did not leave a comment.

chandra e 
Rating:
4.0

Great people, clean yard, bad location. Hobos everywhere. Not something you can do much about though

Ryan W 
Rating:
3.0

Reserved a truck rental through the app. Next morning when confirming the rental. The truck was switched automatically with a voicemail left. Unable to provide the same truck nor time frame. No problem with paying the extra. Was very unsatisfied with the agreement when the product was not delivered upon reservation

Han T 
Rating:
1.0

Customer did not leave a comment.

Shawn T 
Rating:
5.0

All good! Recommend to everyone m!

AMANDA B 
Rating:
4.0

Customer did not leave a comment.

Nancy M 
Rating:
1.0

Will never use U-Haul again. Terrible company, a complete scam. Every part of this company is designed to take customer’s money. Would give 0 stars if it was an option.

Jordan M 
Rating:
4.0

Customer did not leave a comment.

wangchuk w 
Rating:
2.0

Customer did not leave a comment.

Georgia D 
Rating:
5.0

Customer did not leave a comment.

clement k 
Rating:
4.0

Customer did not leave a comment.

MILES G  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Marlene L 
Rating:
1.0

Wrongly charged for damage.

Winston M 
Rating:
5.0

Customer did not leave a comment.

Roberta Q 
Rating:
4.0

Customer did not leave a comment.

karen b 
Rating:
4.0

More staff to handle long wait lines

Tom H 
Rating:
5.0

Thank you

Christian G 
Rating:
1.0

when items are reserved they should be available, not first come first served. I had to drive to 2 other locations and spent hours on the phone tracking down places I couls get the dollys from.That caused the move to last deep into the evening and next day. I was then told the didnt have dollys for rent but I could buy them. A totl fail on uhaul and the very poor attitude from customer service. wHEN SOMEONE RESERVES A ITEM THAT MEANS TO HOLD ONTO THE RESERVED ITEM FOR THAT CUSTOMER.

jeff g 
Rating:
4.0

Customer did not leave a comment.

Willie C 
Rating:
5.0

Excellent staff.

Ashesh B 
Rating:
5.0

Customer did not leave a comment.

Carmeen d 
Rating:
4.0

For short term vehicle rentals we should be allowed to park the vehicle we drove there on site. It's not adding to parking as we're taking a vehicle away too.

Troy M 
Rating:
1.0

I reserved two furniture dollies because I was moving a piano. When I arrived to pick up my truck at 7:30am I was told they had none, and there was nothing they could do, and that equipment rentals are not guaranteed. They wouldn't lend me the "for purchase" dollies and said I could only return them for refund if unused. They couldn't check other location's inventory, so I had to call another location, which only had dollies available until 1pm because they were reserved, so I couldn't use them. I ended up having to rent dollies from Home Depot which cost me a bunch of extra driving and $45. I made this reservation several weeks in advance and was extremely disappointed that couldn't tell me ahead of time the equipment I required was unavailable.

Peter S 
Rating:
3.0

Customer did not leave a comment.

Clay W 
Rating:
5.0

Customer did not leave a comment.

Ashley M 
Rating:
1.0

I am extremely unhappy with the service I received. I reserved a Van/Cargo 2 weeks ago and when I went to pick up it was cancelled as I was late to pick up. I was told by agent on phone I dont need to come pick up on time. Next they told me they did not have anything available. We drove to another uhaul location and while on the phone a uhaul agent told us one truck is available on that location. So we had to drive again back to there. I am extremely unhappy by the service. Do not recommend.

Valon G 
Rating:
5.0

Customer did not leave a comment.

john m 
Rating:
2.0

The back of the 20ft van was left unlocked and open overnight resulting in garbage and crack pipes being left in the back of the van for me to clean out upon picking it up. Was told I should have let them know when I picked it up but the line up was already out the door. How about just locking the cargo doors at night in sketchy areas? Pretty bad

Jason S 
Rating:
5.0

No suggestions for improvement here. Staff at this extremely busy location [month end = prime Moving Day rentals!] were courteous, working efficiently, and all seemed to deal professionally with a huge volume of customers arriving at the same time, drop offs & pick ups alike. Great teamwork evident. Thank you all for your help!

MONICA T 
Rating:
3.0

the practice of leaving a truck with a little gas and expecting a customer to return it at the same level is bad. it should be picked up with a full tank of gas and returned with a full tank of gas. guessing how much gas you need to fill the tank to the same level you picked it up is impossible. I am sure you get returns with more gas than it started or you charge a large surcharge as what happened to me last time I rented a truck.

al n 
Rating:
4.0

Good staff, very professional and friendly

Ian R 
Rating:
3.0

Passenger side of trailer was bent Also can't back up with the dolly

Katrina K 
Rating:
3.0

Make sure the vehicle does not smell like marijuana. Have More employees to help customers, so that employees don't have to leave their desk

steven v 
Rating:
5.0

Customer did not leave a comment.

donald L 
Rating:
4.0

Customer did not leave a comment.

Madheswaran P 
Rating:
5.0

Customer did not leave a comment.

RICHARD B 
Rating:
5.0

Customer did not leave a comment.

Terrence M 
Rating:
1.0

Useless

Jacob N 
Rating:
3.0

The instructions reference a drop box, but this location doesn't have one. It also suggested the rented dollys and blankets would be in the truck, but you have to pick them up at this location. It just makes it confusing to get started and later return your key. Not sure how you would return the key here after hours.

Dylan B 
Rating:
3.0

Customer did not leave a comment.

Jason G 
Rating:
5.0

Staff was very helpful. Shout out to Sunny and Janson.

sankep p  |  First Impressions 
Rating:
5.0

Drop off was fine.

Dennis S 
Rating:
3.0

Customer did not leave a comment.

Hardeep P 
Rating:
4.0

Customer did not leave a comment.

Deborah M 
Rating:
5.0

Customer did not leave a comment.

iain r 
Rating:
5.0

Nothing! Very efficient!

ron d 
Rating:
5.0

Customer did not leave a comment.

MURAD I 
Rating:
5.0

Everything was great.

Carden K 
Rating:
5.0

Customer did not leave a comment.

nathaniel g  |  Overall Experience 
Rating:
3.0

Customer did not leave a comment.

Thia M  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

David P 
Rating:
5.0

Great customer service, price and installation process.

Brian I 
Rating:
5.0

All good!

RUSS R 
Rating:
5.0

We had an immediate need for a cargo van and no reservation. There was one available for us and it made our day.

Don M 
Rating:
5.0

Nothing just do what you do all is fine.

Mladen S 
Rating:
4.0

Customer did not leave a comment.

Sidney T 
Rating:
5.0

Customer did not leave a comment.

DIANYU Z 
Rating:
3.0

Customer did not leave a comment.

Jeffery M 
Rating:
3.0

Customer did not leave a comment.

Alissa G 
Rating:
5.0

Customer did not leave a comment.

john g 
Rating:
2.0

advertises $20 excused from fine print ends up being $60 before kms. i was with an old man in his 70s who needed to park his car somewhere close as he recently had surgery on his knee, they told him to park roughly 1-2kms away. poor man walked 30 min. only way to make reservation these days seems by phone, in-person dropin and phone calls are not friendly. finally go to use the truck clocking out at $100 (including gas) after going about 30kms.

Keenan N 
Rating:
5.0

Great job. Quick!

Lucas O 
Rating:
5.0

Customer did not leave a comment.

Doug D 
Rating:
5.0

Customer did not leave a comment.

sarah s 
Rating:
4.0

The truck was dirty to the point I had to clean off the backup camera to even leave the space. The passenger side mirror couldn't be adjusted because of corrosion or dirt that prevented it from moving.

Lorne D 
Rating:
1.0

Booked to wait during installation. Told to go to a nearby mall after being told that there was no where for me to wait. I arrived at 9:30 for my 10:00 appointment. It is apparently a 30 minute installation job. I returned at 11:00 and noted my vehicle still parked outside without a trailer hitch. I was then told would be another 30 minutes. I stood outside, went for a walk and my vehicle was finally ready at 12:30. Had I known that this was going to be a lengthy weight I could have made other arrangements. Not even having been offered a chair during this lengthy period of time was a little on the disappointing side. The hitch installation appears to be ok.

Sean H 
Rating:
3.0

Website hours of operation were incorrect on website and closed earlier

Jan G  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Thaddeus B  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Daniel N  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Domemic G  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Domemic G  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Jayden B  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

DAVID M  |  First Impressions 
Rating:
1.0

Idk where to even begin their extremely rude, they are reckless driving through the parking lot they constantly change the hours of which they operate, it's very poorly maintained, low security any one can just get in their, they kicked us out for feeding are service dog inside and because we supposedly slept inside on camera and when I asked him can I see the footage he refused to show Me and told me to pack my stuff I have 72 hours so we did that and since we are homeless we had no where to bring are stuff a friend offered to store are stuff for us for a few days in his locker he had one in the facility as well and the minute the staff found out he was doing this they told are friend who was helping us that he has to leave as well and that he has 72 hours and when we questioned him he said we where banned from the building and not just that he said we where banned from all of uhaul. And when I called up uhaul customer service they said in fact that I was not banned from all of uhaul and that they have never heard of a manager being able to ban any one from all of uhaul. And it was just terrible.

Malcolm C  |  Overall Experience 
Rating:
3.0

Customer did not leave a comment.

James L  |  Overall Experience 
Rating:
3.0

I cant recommend this facility based on the facts that unlike other places there is zero storage insurance and you dont prorate if vacating mid month

Richard S  |  Overall Experience 
Rating:
1.0

Horrible service. Lazy petulant employees. Dishonest disorganized management.

Philippe h  |  Overall Experience 
Rating:
2.0

The online process is very convenient and helpful with clear instructions. The unit did not have a key inside when I arrived but I was able to get one from the front counter after which I was able to move in my first load of belongings. Unfortunately, no one had informed me that the facility would be closing at 6:55PM instead of 10:00PM and when I attempted to drop off a second load the doors were locked, leaving me to wait all night until 5:00AM when access hours are supposed to be able to start. I waited until 6:00AM and the facility still hadn't opened at which point I had to leave for work and still have never gotten a response to my email regarding access hours so that I might be able to plan accordingly. Hopefully they are open regular hours again soon or make it clearer for customers when they will be accessible.

Dayna H  |  Online Move In 
Rating:
1.0

I used U-Haul on Topaz Ave. Victoria from March 2023 to August 2023 to store furniture while I prepared my house for sale. On one of the very many trips to buy boxes and other packing supplies, I gave notice that I would be moving my things out of the locker on Aug 29. I moved. But then my card was charged $178.00 for Sept. for the locker. I tried to call but the line was always busy or I was placed on an endless hold. I finally reached someone at the US call centre. This individual could see a note on my file saying I was ending my locker rental at the end of Aug. He said he would leave a message for the U-Hall Centre to call me to refund the over charge. No one called. I kept trying to call. Put on hold for hours. Left messages. No one called back. Spoke with staff who listened and said they would have someone get back to me. No one did. Meanwhile I was charged again $178.00 for October. Kept trying to reach someone (I'd moved out of Victoria.) Finally when in Victoria I went there in person. They said again someone would call me. No call. Charged yet again for Nov. $178. I have now been overcharged $534 and no end seemed to be in sight. FINALLY I got thru to a staff person last week and insisted that the manager Suni call me. Someone called Sat. night - I missed the call - and then I received this email saying they were refunding me for $356.90 - two of the three months. UGH. I tried to call again. Zip. Then the corker I received an email saying, "Sorry to see you go." LOL. No kidding. So sorry you've overcharged me for three months after I did go, taking my lock. Leaving the door hasp open. They wanted me to write a review. I told the manager to refund me the remaining month or I would write a review. Nada. PLEASE U-HAUL tell me you have terminated our agreement AND REFUND ME the remaining $178. THIS IS TERRIBLE CUSTOMER SERVICE. Beware if you should rent here that they are too busy to provide any level of customer service and you, like me, could face a ridiculous time suck just trying to get them to rectify their mistake and STOP BILLING ME, for Pete's sake! Oh and Nov. 19 was NOT my move out date, no matter what you say. UGH. PLEASE GIVE ME THE REST OF MY REFUND NOW!

Jane Z  |  Overall Experience 
Rating:
2.0

The staff were not helpful, the hours changed without posting the changes until weeks later. I came to get my locker 30 mins before they closed and they told me to come back another day. I made them actually help me. I reserved a unit on the first floor, they had given it away to someone else so I had to get one on the second floor. Start to finish it was a terrible experience. Glad to be out of there.

Derek Y  |  Overall Experience 
Rating:
2.0

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

Alan M  |  Online Move In 
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.

Andrew B  |  First Impressions 
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.

Robert C  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

Emma C  |  Overall 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.

Lora L  |  Overall Experience 
Rating:
5.0

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

Sarah N  |  First Impressions 
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.

Tessa B  |  Overall Experience 
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!

Brigitte R  |  First Impressions 
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!

Jennifer P  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

cathrine p  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Patrick S  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

michel o  |  Overall Experience 
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.

Heather S  |  Overall Experience 
Rating:
1.0

No elevator, are you kidding?

David M  |  First Impressions 
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.

Sharyn m  |  First Impressions 
Rating:
5.0

Clean well kept place

Jonathan J  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Sandra M  |  Overall Experience 
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.

Veronica H  |  Online Move In 
Rating:
4.0

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

Leslie H  |  Online Move In 
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.

Clement T  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Esha M  |  Overall Experience 
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.

PATRICK M  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

DAWN W  |  Overall Experience 
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.

Ryan R  |  Overall Experience 
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

Darrell N  |  Online Move In 
Rating:
4.0

Customer did not leave a comment.

Sophie F  |  Overall Experience 
Rating:
1.0

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

GRAHM G  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

nicholas o  |  Overall Experience 
Rating:
3.0

Customer did not leave a comment.

Colin G  |  Overall Experience 
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!

Dianne M  |  First Impressions 
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 !

Lorraine K  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Tiffany J  |  Overall Experience 
Rating:
5.0

Staff were great.

Natalie G  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

Nicholas J  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Blanca R  |  First Impressions 
Rating:
5.0

Affordable and you can cancel any time, without notice.

Justin G  |  Overall Experience 
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.

Christopher M  |  Overall Experience 
Rating:
2.0

Never any staff around to help, poorly managed.

Shannon N  |  Overall Experience 
Rating:
3.0

Customer did not leave a comment.

NATHAN B  |  Overall Experience 
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.

LIANE C  |  Overall Experience 
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

Daniel P  |  Overall Experience 
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

Nick S  |  First Impressions 
Rating:
3.0

Customer did not leave a comment.

Brenda P  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

Dustin B  |  Overall Experience 
Rating:
5.0

Would use again. Everybody was very helpful and understanding.

Eiglys T  |  First Impressions 
Rating:
5.0

Customer did not leave a comment.

Robert H  |  Overall Experience 
Rating:
5.0

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

Marleen C  |  First Impressions 
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 ??

Paul R  |  Overall Experience 
Rating:
4.0

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

Travis M  |  Overall Experience 
Rating:
5.0

Very well maintained

Glenn T  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

MICHELLE N  |  Overall Experience 
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.

Kimberly D  |  Overall Experience 
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.

Jared B  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

Michael W  |  Overall Experience 
Rating:
5.0

More and better carts needed

Jonathan G  |  First Impressions 
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.

Ariane W  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

Sara B  |  Overall Experience 
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.

Jacqueline T  |  Overall Experience 
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.

Charlie C  |  First Impressions 
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.

Joanna L  |  Overall Experience 
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.

Silvio M  |  Overall Experience 
Rating:
1.0

Rude staff that do not care to be there.

Justin P  |  Overall Experience 
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.

Sharon D  |  Overall Experience 
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.

Joanna L  |  First Impressions 
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.

Sharon N  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

Liam N  |  Overall Experience 
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!

Bozena T  |  First Impressions 
Rating:
2.0

Customer did not leave a comment.

Nicola K  |  Overall Experience 
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

Martin C  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Richard L  |  Overall Experience 
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.

Sylvia C  |  First Impressions 
Rating:
4.0

Customer did not leave a comment.

karen h  |  Overall Experience 
Rating:
5.0

The staff were always friendly and helpful.

candace m  |  Overall Experience 
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.

Karen R  |  Overall Experience 
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.

michael l  |  Overall Experience 
Rating:
4.0

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

Viney B  |  First Impressions 
Rating:
5.0

The staff were helpful and efficient with the transactions.

Viney B  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Francis C  |  First Impressions 
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.

Eve R  |  Overall Experience 
Rating:
2.0

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

Dmitriy P  |  First Impressions 
Rating:
3.0

Customer did not leave a comment.

Claude T  |  Overall Experience 
Rating:
3.0

Customer did not leave a comment.

Nancy S  |  Overall Experience 
Rating:
4.0

Customer did not leave a comment.

rob h  |  Overall Experience 
Rating:
2.0

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

Maya K  |  Overall Experience 
Rating:
5.0

Customer did not leave a comment.

Tanis Q  |  Overall Experience 
Rating: