Mice came home in the couch so now buying traps. Otherwise a very smooth experience.
jane mitchell | Overall ExperienceCustomer Reviews for U-Haul Moving & Storage of Waterloo
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.
The only thing that was disappointing was there were no bigger units left!☹️
SUSAN PERRAULT | First ImpressionsExcellent customer service as usual!!!
MARK WASSINGOnce again, there was no freaking gas in the truck. I don’t appreciate having to pay my employees to maintain your equipment!
Mark BowyerIt's in a tight physical space with insufficient parking space, however well maintained, well managed and with great customer service.
Lucian BratuRepair and maintain the trailer parts.I rented a car hauler and the ratchet strap ratchet handle was broken and rusted to the point were it was hard to tighten up the strap and cut my finger on the trailer strapping it tight
Peter FreyMaybe I missed hearing about it when I picked up the vehicle, but I didn't know where to return it. There is a return lane marked with green signs just past the main entrance. Other than that, the check in and out processes were smooth and quick.
SIDNEY VANDEN-HEEDEHad a great experience this time. The truck and equipment worked well and no issues. Customer service was solid. The app is very glitchy as I tried to use it. One quick thing that could improve was knowing the correct location of the truck on the lot. We walked around trying to find the right truck after given inaccurate instructions that it was on one side.
Lale MackusVery happy with the service.
Pat GibsonThis is my preferred location to rent equipment. It is close to my pick up spot, close to 24 hours gas stations to fill-up when I return a vehicle, the staff are super efficient, the space allows for secure (enough) parking of my car while I am renting a vehicle. Any discrepancies in my rental are readily and, usually, resolved to be fair to both sides.
DIANNEG RITZEverything was fine except the windshield wipers. I only had to use them when I started driving, but in a real rain they would not have been good enough to see well.
Blair SchmalenbergBharath did a great job as my serving representative! Very helpful in answering question and prompt service
kev zhangExpect and safe experience
SIYUAN CHEN | Overall ExperienceGetting a truck was difficult. Set up at this location then told pick up in Drumbo. Call this location, told he would reissue. Pick up Listowel, got a call, they will be closed. Called again, able to pick up a truck at requested location. All of this hassel was not necessary the day before. Also, think of putting a light in the cargo, hard to unload a truck when you can not see anything inside the truck.
Ann Marie BuckinghamAlthough this model has more legroom than 10ft GMC, the back of cab had plenty of room for seat to go back further. Cruise control wouĺd have helped ease pain .
Mark HenryThe check in and check out machine should be raised. Another foot, so you can see it from a truck cosmos. People pulling in have a truck
Patrick Blanke | First ImpressionsSelf pick up is just a mess through the app or website. It took me more that 40 minutes and was not even able to finalize it as it bugged. At to go to the office.
BENJAMIN BRARDOutstanding service as usual!
MARK WASSINGnothing
Larry AdamsExcellent customer service at this specific location
Nishal SankatOnce again outstanding service
MARK WASSINGVery well managed location.
Elizabeth MilneAll of the staff seemed happy with their jobs and they were always cleaning or helping someone.
Katrina DalyIt was awesome. Thanks
Cam ThomasMy scheduled pickup time was 10:00 am and I waited in line for 40 minutes. When booking ahead like this, staffing should be considered. Had I known the wait was going to be that long, I would have looked elsewhere.
Steve LehmannThey did not send my receipt yet.
Rick BaroncelliIt was seemless & good value. The representative was excellent so nothing I can think of to improve upon.
Murray Schiedelno problems
ALLAN BARNESN/A
Ayomikun SanwooluAfter having a terrible experience at another location in town, I was hoping for a bit better here. Windshield was still iced as well as back door took a lot of work to open. I broke my own ice scraper trying to clean it off as there wasn't one in the truck.
CHRISTOPHER KLOETSTRAExceptional customer service!
MARK WASSINGThis is my favourite UHaul location. The staff are friendly, knowledgeable and helpful. They have a large inventory of vehicles and proactively offered to extend my return time when we had a surprise winter storm.
greg secordI wanted to reserve an appliance dolly when I reserved the truck....nope....have to take your chance that one is available when picking up the truck on moving day. Why can I reserve a truck, rent blankets, purchase boxes and packing paper, but cannot reserve an appliance dolly? And of course there was NOT a dolly when I got the truck. Kind of sketchy....
Patrick KyteThe truck came with no gas. We then put $20 worth of gas in the truck, just to get it to our first location. When we returned it, we were told we have to fill the truck to 1/4 of a tank or we would be charged $70. When we tried to explain it came basically empty, we were simply told we were wrong and all their trucks are filled so we must be lying. We then had to go fill the tank with an additional $35 just to get it to 1/4 of a tank, just to return it. Overall bad experience.
Claire LedlowBrian and Mariya were great and courteous and knowledgeable. Great work!
DEREK WongCLARIFY your rental agreements with customers....current practice is CRIMINAL. I rented a truck, paid over $400....and then once it was returned i was charged an additional $1300!!
Zoe DanielleOutstanding customer service!!!
MARK WASSINGThere was no lock in the unit as was promised. we had to go ask for one, not a big deal. The unit could’ve used a good sweeping before we moved in. Location is easy to access.
Susan Smit | Online Move InCargo door was damaged and should have been caught on inspection. Roller assembly fell off./
David KesselringEverything went Great
Marshal CurrieHonestly there is nothing that you can do more.
Craig RendallYoung lady was extremely helpful assisting with the trailer selection and explaining how the rental process worked. When I pointed out a pricing discrepancy between the online quoted rate and the final amount when I went to confirm it she ensured that I was given the original quoted rate.
Bob BlackburnHave equipment available when people have reserved it. I was relying on dollies to help with moving some important and heavy equipment and we got basically nothing that we reserved with no apologies from employees. Staff at this location look miserable. The office is dingy and dirty. I got charged for a dolly and furniture blankets I didn’t use. Not happy.
Gillian KatsoulisThe location and staff were all fine, the overall corporate UHAUL experience was poor. It is not made clear in the booking process that if you are late to your booked time then you forefeit your ability to self-check in. Booked for 7am 2 weeks in advance because I wasn't sure what time we would need it but wanted to make sure one would be available, arrived at 7:45 but was having issues with the app and my phone's data/service not functioning properly at the uhaul location (requiring me to refresh the browser often because there's no free wifi at the location so data is required) , and so when I tried refreshing my browser by 8:00, I missed my window and had to wait for the uhaul location to open, which put our event schedule by one hour and ruined our entire day (and I wish I were exaggerating, but I am not). Nowhere in the booking process was that made clear, it might have been in the fine print so legally you're covered but NOBODY reads that these days. It should be featured more prominently when booking so that more people don't get screwed over like we did.
Liisa SteinwedelOutstanding customer service!!!!
MARK WASSINGThe vehicle was not clean. I asked for an email receipt. It is now passed closing time and I have not received my receipt yet even though I returned the vehicle before noon. My deposit was more than double my eventual actual bill and this has not been rectified yet either. I will have to call this location tomorrow to try and straighten this out. Not very good.
Mark ShieldsThe van work well but was very dirty inside & out. The staff were great as usual. I always try to us this location. Generally the staff are great, more selection & the vehicles in good shape & clean.
Jeff PattersonOutstanding customer service!!!
MARK WASSINGCustomer service is above par at this location. Fast curtious and friendly.
Gary RUSSELLIf they had more parking it would be great. Hard to back in a car hauler with a full size pickup attached
Dan StrausThe truck on the inside was very dirty. The staff was friendly.
brian stevensPlease provide this store with more furniture Dollie’s as they said they hadn’t had any in months
Cassidy BrownWonderful service....fast, efficient and friendly!! You can't do better than that!
Sandra Lynn RoyIn addition to the rental fee I was charged a fee for mileage and I was told to fill up the tank before I returned the vehicle. The total trip was 75 km and the fill up was 14 litres. It is obvious that the tank was not full when I received the vehicle and when I asked the attendant about it his response was " that's too bad, its too late to change it". Not exactly the response I expected. Otherwise, the rental went well. The original attendant was was courteous and she dealt with the details efficiently.
JAMES RUDNISKYExcellent service and staff is very friendly.
MARK WASSINGI booked a 15 ft truck at a different location and a week and a half later… the day before I move in 10 minutes before the store closes I get an email saying my reservation has been changed from 10am to 1pm( a real inconvenience because I have to book an elevator in my building to move large amounts of furniture . Then the next morning ( the day I’m moving) reservation was changed to this location rather than the one I chose.(instead of a 15 minute drive there and back it was over 45 minutes). In the end I had to pay extra because I went over the km limit on the contract solely because the location was changed. And when I arrived at this location on Colby they didn’t have a 15ft truck so I ended up getting a 20ft (much to large).
Kyle MacArthurLaneway access was always blocked. Someone definitely entered our shed without our permission. Businesses were being operated out of some of the storage units, made things sometimes congested. No working light.
Eric Ellis | Overall ExperienceGreat job keep going great customer service
Gregory Martin | Overall ExperienceThanks for helping me during my move out of tiwn
Gregory Martin | Overall ExperienceThe only complaint is that trucks were almost always parked in the lane where my unit was, causing me to have to back down the lane instead of drive straight in. This was inconvenient, but other than that, it was a good experience.
Peter Hohendorn | Overall ExperienceNice Convenient facility with friendly staff
ARNAB DAS | Overall ExperienceI hope the moving out and closing of unit process will be just as easy as moving in process
Gregory Martin | Online Move InAmazing
Tracey Forbes | Overall ExperienceBilling’s issues over the 6 years were a pain and a headache for a couple years. Auto pay should have been no problem.
DAVID GALLAGHER | Overall ExperienceIt was hard to get stuff out because we did it over time and there was a trailer near our unit that they wouldn’t move or get the other customer to move and we couldn’t drive our vehicle right up to our door. The staff were notified about it and they did nothing about it. Your staff also don’t know how to did trucks or let customers drive out before they pull trucks in.
wendy golden | Overall ExperienceGreat location and excellent staff. Can’t say enough about my experience with them. Top Notch!!
David Poissant | Overall ExperienceBrian and all of his staff were very helpful.
Jeff Weinstein | Overall ExperienceBrian was very helpful even when he was extremely busy. Great guy!
Peter Hohendorn | First ImpressionsThanks for everything.
Trevor Belair | Overall ExperienceThank you very much!
Daniel Debucan | Overall ExperienceOwners parked in front of our unit and left for the day. We were on a time schedule and this was really inconvenient. Storage unit was near garbage dumpster. Often full of pallets and nails on ground. But it was a convenient area and the workers we met were good.
jacqueline gauthrie | Overall ExperienceVery helpful staff.
Roswitha Masurkevitch | Online Move InThe staff was very friendly and helpful. However, it was impossible to access my unit when another customer blocked the access with her car, and left the car unattended.
Eva havlicova | Overall ExperienceExcellent store :)
abby stanley | First ImpressionsFirst experience was just great and everything went well. Great staff and very helpful. Thank you.
Trevor Belair | First ImpressionsI got to meet Brian from the Colby Rd location. WHAT A JOY HE IS!! I was blown away at how calm cool and collected he was dispute being short handed on a busy afternoon. He was kind, informative, and so funny. I recommend that you do everything to keep him around. We need more Brian’s in the world who work hard and are a light to those around them. I was having such a stressful day and I just can’t say enough about how kind he was. Thank you thank you thank you!! (If you could pass on this message- it would be appreciated. I told him how much I appreciated him, but I hope he gets to hear it again.)
Jillian Lambert | First ImpressionsHad some issues but the staff were amazing and got everything worked out for us. Brian who is the manager at u-haul on Colby dr in Waterloo was phenomenal highly recommend. Thank you.
Tracey Forbes | First ImpressionsOnly one issue. The door stop is broken so a huge chunky door stop is used as a solution. It’s so big that it make it difficult to wheel my dolly with my items through the door because the stop is so big
Rick Baroncelli | First ImpressionsExcellent service. The staff was super helpful.
ENOW-EBOT NGOLE NGASU-BETEK | First Impressions10/10, AJ was fabulous, pleasant and knowledgeable.
Eryn Brown | First Impressions-Unable to see in my unit after dark -row of unit was always blocked with returned trucks- therefore access was mostly hampered. -Door to unit was 'sticky' and when door was all the way to bottom it didn't latch. space had to be left at bottom for latch to slide. -on one occasion was unable to check out properly at one of card swipe units.
Joe Shumka | Overall ExperienceGreat experience, all staff were extremely helpful.
ETHAN KENNEDY | First ImpressionsCould not check in with my issued 'Access Card', while swiping at some of the card readers. Later at one point towards the end of the period, the access card denied access for me, which was then fixed by the office staff. Overall the facility was clean and organized.
John George | Overall ExperienceGreat Customer service only improvement U haul needs a$$ new Terminals for Visa Debt Nothing But head aches for Customers as well as Staff
DAVID KRYSKO | Overall ExperienceA little more expensive than what I have paid previously but very professional and clean. Friendly and professional staff. Would definitely recommend
Mary Balkwill | Overall ExperienceVictoria was patient and her assistance with check in was much appreciated
Mike LeBlanc | First Impressionsexcellent, the staff were helpful and friendly!
Veniamin Kuzakov | Overall ExperienceVictoria was great to deal with. Polite and professional.
Lorell Reoch | Overall ExperienceThank you very much for the wonderful place to store my things in the interim. Made life convenient in the midst of moving and I highly recommend if someone needs a secure place to store belongings with a friendly knowledgeable staff, Waterloo U-Haul is the place to go. Thanks again and it's been a pleasure!
mike nicholson | Overall ExperienceLights didn’t work in our unit and the storage was authorized (when I first came to use it, I swiped a card and saw a success message, didn’t read it really (my bad) and it was something something singed out, so when I opened the unit alarm went off)
Ivan Mukovnia | First ImpressionsIt suits my needs at a good price
Amber Cece | Online Move InWonderful and easy experience
Rumjhum Gupta | First ImpressionsFIrstly, i would like to bring to the attention about an insurance claim i have been trying to file due to half of my things being ruined due to water damage from this location. The manager at this location had told me to move my damaged belongings into another unit which she has told me unit 019 would be mine to use along with a free month. I had double checked with her when she had told me this that BOTH the units I would be able to access with my swipe card and my name as it was already would be the only authorized name on MY account and I could use it till the insurance claim was finished or until I took pictures of the items to send the rep west lady. This unit (019) is a couple units down from the original unit (021). A couple days later after moving all my belongings there it had come to my attention that the second unit(019) had been changed out of my name by someone who had told me that not only did the manager allow them to do this without my consent being as my name was the ONLY authorized name on my storage unit but that the MANAGER herself had also given them bolt cutters AND accompanied them into cutting MY lock off my original unit and another lock I had just purchased from them the day prior to put on unit 019 and that the manager was also inside my unit looking around for several minutes with them after my lock and unit had been broken into. Not only were just my units broken into but my personal items and sentimental things had been stolen, and this facility had allowed the alarms going off for DAYS, I was not contacted once that my units were even opened. I am LOST for words that a brandname like uhaul that upholds a title that EVERYONE knows and would consider the BEST storage and moving companies, would allow such behaviour and Considering The only double security swipe card was in my possession. No text, no email, nobody even phoned. I picked U-Haul for a storage facility because of the ratings but clearly I should have never chose uhaul because everything that has happened to me during my experience at this location due to lack of professionalism from the employees and the ILLEGAL activity from the manager, not only did they breach my contract on NUMBEROUS occassions, but Myself and my girlfriend were threatened and spoke to on an extremely unprofessional level every occasion after this main event. When I had finally called the location in a furious mess the manager had told me she would switch both units back into my name and that she was so sorry that she was tricked or confused as to why she would allow someone without my consent to put my unit in their name (at the time it wasn’t to my knowledge of her giving that person the bolt cutters and helping them break in) she had told me she would put a lock on both my units until I came back to put my own on. For several days after this phone call, more of my items had been removed, broken and gone through and still no locked was placed on either unit and still to this day, the second unit has not been switched back into my name and I have not gotten all my belongings back or even heard a word from this manager since that original conversation with her about this only a note that was TAPED to my ORIGINAL unit for EVICTION and nothing on 019. Since this original break in, the uhaul employees have allowed someone else to access my unit and open it several times without my consent. I have called in and spoken to people several times about this incident, and was given false promises and brushed off and told that someone would contact me back. If someone of a Higher level cannot contact me back then I will be taking further action to contact someone myself. My email address is: Melaniiietaylor1995@gmail.com And my home phone number is: 905-875-8062 I look forward to hearing back from someone. Sincerely, M. Taylor (Units 21 & 19)
MELANIE TAYLOR | Overall ExperienceStaff was very friendly and helpful. Nice location.
Puthenpurackal Prasad | Overall Experience10 x 15' storage was priced but only 10 x 14' storage was available in that location. Price was not reflected according to the smaller size and fixtures created to fit just under 15' of length would not fit in storage. False advertising there. Door had rusted out holes at bottom, door lift was so tight the door needs to be forced, and would not lock. Attendant drilled a third lock hole and bent the metal larger so the unfastened locking mechanism (rivets all rusted off) would actually lock with difficulty. First unit offered was refused, as it was full of the previous renter's fixtures and racking and wouldn't fit our items around it.
jackie auger | First ImpressionsKeep up the good work. The establishment is kept very clean and staff is helpful. Thanks for servicing me and my needs. Regards, Donna Oakes
donna oakes | Overall ExperienceDidn't like the fact that I had to pay for the whole month at the end when I needed it from March 1,2022 to March 5, 2022.
adrian campbell | Overall ExperienceThe facility and staff were fine, but I had reserved a storage room of a certain size only to be told when showing up that it was unavailable (broken door) and no other storage areas of that size were available. If I had been told in advance, I could have looked at other options, but with no notice, I now have a storage too small for my needs and no time to do anything about it. Since it had been reserved a week or more in advance, a heads up would have been appreciated.
Chris COGGANS | First ImpressionsThanks for “being there”! Sometimes life gives us lemons. U-Haul was able to give us what we needed to make the most of a challenging situation. Thank you for your services. Staff was always helpful.
Patrick Fleming | Overall ExperienceThe staff and manager were incredibly helpful and went above and beyond to make it a good experience— much more than I would have expected from a storage facility. Prompt help and guidance and upfront with deals. Very pleased. Would definitely use again!
Alexis Motuz | Overall Experienceterrible service. alarm went off every time I opened my door and owners never fixed it. also good luck trying to contact anyone
Isabella Aversa | Online Move InEthan was so helpful and professional and very informative. Great guy!
Madeleine Lorentz | First ImpressionsAll the staff treated myself Outstanding over the past Two years The washroom as the facility is Spotless like it should be Keep up the outstanding Customer Service It has been a pleasure to work with them All The General Manager forget his name as on a Late Payment Fee was waived for my sister who's Locker it was in my name was waived as she Past away Very smart of himself as I did NOT want to argue over a deceased person Thanks again everything is Positive Dave Krysko
David Krysko | Overall Experiencethe staff where very helpful and nice even though I set the alarms of even after they showed me what to do.
Bonnie Reneau | Online Move InBooked heated and received confirmation but was not available. Why was my confirmation sent when what I booked was not available
Mark Haldenby | First ImpressionsRented n be both a truck and a storage unit. Went to pick up the truck and pay for everything and the computers were frozen, app would not load on my iPhone, website crashed…. Staff were EXCELLENT and courteous throughout. It’s not their fault. In the end, our time could have been better spent. It was a long and busy day; we didn’t have time to waste! I had to return in the afternoon to finish the storage unit transaction - more time we could have used loading the truck. Truck was great, storage unit fine and staff did their very best.
Patrick Fleming | First ImpressionsNeeds a light within the storage unit, not just in the corridor. It should be on a motion sensor to avoid being left on inadvertently.
Gary Berwick | Overall ExperienceI have very good experience from Waterloo Uhaul on northfield specia they worker! Very nice customer service . I like it
yujue bai | Overall ExperienceEverything was easy, from booking a vehicle and storage unit, to checking in and checking out. Staff was always friendly and helpful, and I’d definitely recommend this U-Haul location.
Robert Pittman | Overall ExperienceI could never get through on the phone no matter how much I called - tried to go in but always a line up - great for business but caused me an extra month of billing No one at head office would help until the 4th - out of there on Oct 29 - no one returned my calls
Julia White | Overall ExperienceGreat service from staff.
PATRICIA SHAW | Overall ExperienceStaff member was very helpful when I had trouble with how to use the lock. Great service.
Colleen Jolicoeur | First ImpressionsRented 5'x10' unit August 1/.21. Told them it would be for 1-2 months tops. August 31/21 @ app. 10:30-11:00am a arrived at the desk after clearing out the unit. Guy was on the phone as I told them it's cleaned (left the unit door open). Rent had been paid in full. Since then I have received e-mails & letters saying I haven't paid for September!!! Unit was empty for ONE whole month! Did no one think to check it????? Incompetance!!!!!!1
Karen Stoll | Overall ExperienceI was told that there would be a free lock in my storage locker. It wasn't there and I had to wait about 15 minutes to get someone to help me with the problem. Otherwise all was good. Smooth and easy.
Saddy Kulafi | Online Move InVery convenient and easy
Rob Ivey | Online Move InWould have been higher but there were two major issues. 1. Uhaul doesn’t prorate you fee if you leave part way through the month. Access Storage does and for that reason, I will be using them from now on! 2. Rent a 26 foot truck. When I went to pick it up, it wasn’t there! Even though I was told one was waiting for me! Very poor service!!!! U-Haul is falling behind!
Brian Hebner | Overall Experiencestaff are excellent and very accommodating. I would use this storage unit again and I would highly recommend it. Good work!
sherry baechler | Overall ExperienceI would have given an Excellent but the CENTRAL telephone contact center was horrible .
Harold Gerlach | Overall ExperienceThe online reservation system does not work and your storage database is in accurate. It took 1 hr for me to finally get a unit, after I believed I had one reserved. The staff was great, the system does not work.
Ingrid Reichard | First ImpressionsVery dissatisfied with having to pay the full month's rent for 3 days use. Should be prorated.
Cynthia Jansen | Overall ExperienceThe only semi-issue we had was due to the lack of parking spaces when visiting the front office.
Erica Warder | Overall ExperienceAmazing service!
Jane Dimoff | First ImpressionsWhen I rented the storage locker, I was told it was MANDATORY to provide not 1 phone number, nor 2, but 3 different phone numbers...when I said I only have one phone, they flat out said there was nothing they could do, if I didn't have another 2 numbers I couldn't rent the locker...found that odd. Sounds like a flawed program or something. Other than that, they were helpful.
Rob Horsman | First ImpressionsWe had a issue with access hours as our card denied is access at midnight so we couldn't complete our move however the manager took care of us and allowed us some more time with the equipment. Totally appreciated and outstanding customer service.
Randy Vanee | First ImpressionsIt is poor in the way you have to go in and pay . I lived out of town and had to drive 2 hours each way to pay. Should be able to pay online
lori tschirhart | Overall ExperienceThe experience is as good as you make it. If you stay on top of what you are responsible for the experience is great. Ethan the Manager there does a lot of work behind the scenes to make things smooth. Had stuff there for 4 months and it helped with the move !
BRENDAN OBRIEN | Overall ExperienceEthan Kennedy and his staff are the best . Overall this facility has not just equality in all aspects of service it has diversity of ethnicity , they have clean eashrokmsalways stocked with supplies for your needs . The trucks and trailers and especially very clean no eater deg or anything. I can say anything more than Ethan is a amazing manager and his staff are excellent they show they are treated well and are kind and courteous not only to the customers but I see it in each other this goes for the manager who always seems to work well with his team. This facility I would highly recommend to anyone . Excellent on all levels of professionalism and customer relationships. Cleanliness and always has vehicles ready to go . I think all facilities should, See how Ethan runs and manages his free and I think all facilities that I have seen some bad ones nightmares. They should have a tour of this one . I will miss it a lot . Thank you Ethan and staff my time you made wonderful. . Angela Jeffrey
Angela Jeffrey | Overall ExperienceThe customer service given by the staff was simply stellar. They were friendly informative knowledgeable and very helpful. It’s rare to have the kind of great service that I was provided. Treat these staff well you have some great ones there
jeff bumstead | Overall ExperienceKind staff and a great storage space! Thanks for being a reputable establishment! Climate controlled unit was perfect! I’m extremely glad that I went with U-Haul. Thanks Ethan for your professional service!!!
Carrie-Ann Ostrom | Overall Experienceonly beef ill trained staff when i got there lots of errors and never got my free month and was there for 8 months promotions should be communicated and ensure client gets it when you market it
peter gowing | Overall ExperienceInitially was offered a month free storage with the one way moving truck rental, but it was withdrawn after the rental.
Robert Kuikman | Overall ExperienceI reserved my storage unit months ahead of time. Only to find out when I arrived that they did not have my unit available or any other units available for that matter. I was eventually given a dirty unclean unit that they had to rush and empty. I have no confidence this unit will keep pests out of my belongings. I used this location before and was expecting similar good service as I had the previous year. This location went from hero to zero. I am extremely disappointed and dissatisfied. I did not receive the service that I contracted for.
Frank Ferguson | First ImpressionsMy experience at U-Haul exceeded my expectations. I was particularly impressed with Bryan Peterson, the service representative who helped me. He was knowledgable, efficient, and personable.
David McIntyre | First ImpressionsI know I’m going to get this wrong. Tizeez? Helped me while i was consolidating my units by moving everything from 057 to 168 on April 4. He was extremely helpful, friendly and courteous. Your other employee (I didn’t get his name) always made sure I was being looked after and was also extremely helpful and courteous. They both gave me excellent service and I was very, very satisfied.
Alison Barclay | Overall ExperienceWe have not moved in yet.....only rented unit so far. We will move items in in the several weeks. Bryce and Ethan were great!
Ruth Gooding | First ImpressionsI reserved two storage rooms at Waterloo , Ontario branch. I was given two locks plus two sets of key for each lock. rent started 13th August lasted till 31ar of January 2021. paid 188.74 + 126.59 total 315.33 Cn Dollars per month which would be automatically billed to my Credit card on the 13th of each month. (paid till 12 Feb meaning I was charged 122.06 dollars extra) Having said that on last day that I wanted to move my belogings one of the locks was not working, meaning the keys I was given was not working on one of the keys. After being kept in cold for long time. I made them break the lock so that I can remove my items for which I had paid 1576.65 dollars to be kept in a self storage unite with pile of snow in front of the doors make it impossible to do anything. They broke the lock and charged us around 50 dollars ???? I have not had a chance to go and meet with Ethan the manager who was always responsive and accommodating (he was not there at time). However before its too late since you asked for my feedback I am writing this for your record and I will get back to you to claim the extra cost and inconvenience we had to endure on the day we were moving out. Another issue was that there was a very young boy working there who was racing the lot going just wandering around the lot very fast , so that we had to stop him before some one got hurt. I am expecting someone to contact me via email and explain what is going on.
Parisa Bohlouli | Overall ExperienceEven though the actual unit was all fine, check-in fine, check-out with our truck was great - the people there at the time were all incredibly helpful, this was definitely a below average experience overall. We came on a day when it snowed a lot and the entire property hadn't been plowed at all - and this was at noon, it wasn't early in the morning or anything. We came back with the truck around 2 PM and it still hadn't been plowed, nor had our truck been brushed off before it was provided to us. This all seemed incredibly dangerous - again not complaining against anyone in particular or anything like that, and obviously we'll still use U-Haul, I'm just hoping someone will read this and consider re-thinking your policies. Trucks should be brushed off properly BEFORE you hand them off to customers. They shouldn't have to ask for snowbrushes and indicate which areas need to be brushed off (which is all of it). This is literally the law, and people who drive much larger trucks do this all the time - it's really unsafe that this isn't standard policy And then if you aren't going to plow, you need to at least shovel the entrance way and pull trucks up to it. Our truck was stuck at the entrance way and wasn't shoveled out properly - we wasted over an hour being stuck leaving and coming back that day, it was incredibly frustrating. Thanks for your consideration!
Kayleigh Fleury | Online Move InThe staff members working on Monday morning were extremely helpful and went the extra mile to help out a customer. Exceeded all expectations!
Tommy Zaja | First ImpressionsWe moved out in November. I went in personally to let the staff know that the unit was empty. I waited while he went to the unit to confirm that it was empty and clean. He was very pleasant and said thank you, and that I had to remove the lock and take it home. Since then I have received emails and phone call saying I owe more rent. So I am assuming I moved out but nobody recorded as such on my record. The situation seems resolved....I have moved out and I have an email saying that I owe nothing.
DAVE POTJE | Overall ExperienceDidn’t have the original storage unit that I booked online. Gave me a much smaller unit with zero compensation or apology.
Steve Kranz | Overall ExperienceAll staff were professional and helpful.
Lorreine Brohman | Overall ExperienceNeed to be able to add a spouse that lives in same household for a contact on the online form.
Kacey Sutton | Online Move InThanks you for the continued service, with what was provided on Nov. 7th when I was pro-active to advising when I was removing all the contents from the storage unit, then received another e-mail prior to the 13th. with a different message. The gentleman who looked after the truck rental and finalizing the paperwork was great.. Look forward to doing further business.
DALE MACPHERSON | Overall ExperienceThe check in process was really confusing and took over 40 minutes (the wait time to be served was quick, but it took over 40 minutes for me to get checked in once it was my turn). I had already reserved the type of unit I wanted online, but I still had to explain what type I wanted and answer all the questions again that I had already answered online. I thought the free month of storage that I qualified for would be tied to my account and that the staff would see that when checking me in, but I realized I had to inform them about the free month. That part’s not a fault of the staff, it’s just odd that the free month, and all the info I had entered when reserving my unit, wasn’t associated with my account when checking in. When reserving and researching online, I had read that you can make monthly payments online, but when I checked in I was told that the only ways to pay were automatic credit card payment or to come into the office to pay. Afterwords, I was able to confirm by logging into my account that I can indeed pay online monthly myself, which is great as that’s how I wanted to pay, but I was surprised that this wasn’t mentioned as an option when checking in. I understand that one staff member was new and still learning, and that it was a busy day, but even so it felt like I had to lead the check in process and remind the staff of what was needed (ie. that they would need to show me where the unit is and how to access it, picking up the lock I had purchased, etc.), based on my knowledge of having checked into a storage unit before. It was unclear when the sign up process was finished and whether I and UHaul had everything we needed in terms of documents, but I got my unit and when I checked my account online I can see the unit in my account so we must have got it all set up. The unit was not as clean as I was expecting, it had some dirt and what looked like white pillow stuffing/fluff from the last renter. A quick vacuum or sweeping prior to a new renter would go a long way. It would also be really helpful if there was a light in the unit to make it easier to see when moving in. Overall it was a confusing, long, and stressful check in process, but I eventually got access to my unit, and it was the size and type that I had reserved online.
Rachel Wood | First ImpressionsThe only thing that was frustrating was the door bolt. It was super difficult to align properly and lock .
Jen cary | Overall ExperienceVery satisfied.
Brandon Buonacorsi | Online Move InNot enough staff working. I waited 30 minutes in line with only two people ahead of me. Some lights were out in the hallway ware my locker was. It was extremely difficult to see.
Chad Adams | Overall ExperienceNo problem except wish outside of door was more secure.
Karen BOXWELL | Overall ExperienceIdeally a light in the storage room would be helpful for old eyes like mine
Michael Gallant | Overall ExperienceI found the process to be very well explained and easy to use. Thank you
Andy Campbell | Online Move InThere was an issue where I needed to change my lock bc the key was stolen and I asked the uhaul employees if they could help. that I have no problem identifying myself that I am in fact the one who rents the unit. They said no and I had to pay over 100 dollars for a locksmith. For then later me to find out the employee at the fron desk was wrong and You do in fact help in this case with identification and signature. Thats relaly really bad.... The other issue is I keep getting letters and emails saying that I owe for the next month when in fact I have moved out of my unit last month. It seems like your system is really behind and this causes alot of uneeded stress. I called uhaul before more letters came for them to confirm there is not outstanding payment. why i am still getting a notice even sent to my emergency contact is super embarrassing and unprofessional.
Ashley Olheiser | Overall ExperienceYour entire team has been very helpful over the past 6-7 years! Thank you everyone:)
KIM BULLOCH | Overall ExperienceMy experience was greatly increased by the care of staff member Sydney Hutchison. She went above and beyond to ensure that I was well taken care of and was very knowledgeable and provided what I believe was beyond excellent customer service. She was very friendly to not only myself, but also to my wife and sister inlaw when they entered the main office to retrieve cold water for all those that were helping us to unload the truck into storage. It is staff such a Sydney that help make companies what they are. She is what made my experience what it was and why I have selected the highest rating I could. I would completely recommend this facility to all who asked.
Gordon Sean English | First ImpressionsI was pleased to receive a climate controlled unit and bigger than originally expected. My furniture just fit and the climate control will help preserve my furniture. Thanks 🙏
Carrie-Ann Ostrom | First ImpressionsI was charged for another month after moving out of the unit two days early and they refused to give me a refund. Will no longer use uhaul.
AMY DIXON | Overall ExperienceI had a fantastic experience with renting a storage locker last minute due to my university residence shutting down as a result of COVID-19. I was able to easily book it online 2 days before, and the day before I received a call to get everything set up in advance. That made check-in a breeze on the day of, and I was given a month free to help out with my unexpected moving expenses. Thank you!
Nicole Easton | First ImpressionsI rented a room for 29 months. During this time I drove to the facility and gave them a cheque before due date and either received a receipt then or email later. On two occasions I later received a late notice in the mail which I was chocked up about and would have to make a phone call to have it Cleared up. In summing up- It worked well for me.
joan waites | Overall ExperienceAll the staff at this location were helpful, knowledgeable, very polite and patient. Will be back and highly recommend.
Gerry cosburn | Overall ExperienceStaff is amazing, i was late on payments a few times and staff never once gave me attitude. They also went above and beyond when there was a problem with my lock. Great staff would definitely recommen
MAXIM HABASH | Overall ExperienceHelpful, knowledgeable, polite and patient. It’s great to see the same warm people l’ve been dealing with over the years.
Gerry cosburn | First ImpressionsSatisfied
noel medina | Overall ExperienceThe staff was very helpful
Claus Ruthardt | First ImpressionsExcellent. Also rented a moving truck which was available when requested and the cost was great
Susan Archer | Overall ExperienceThere is no light in the storage. Staff is friendly
Muhammad Ahmad | Overall ExperienceNo comment
LEN BRUNEN | Overall ExperienceIt was above excellent by both stores. GARSON ON. and Waterloo locations
murielle lachapelle | First ImpressionsThe staff was very helpful. One girl gave me a boost when my batterie died. The only thing that would make it better is if there were gates to make the facility more secure.
darius mckinley | Overall ExperienceThe staff was always ready and willing to help. They were friendly.
CLARE HORST | Overall ExperienceWeb site could use some work. Little unclear as to last payment and when next payment is due. I was charges late fees because it said I had Zero balance owing until the day it was due.
psa-canada inc | Overall ExperienceUnit was very handy but light inside unit didnt work and when we reported it at the on set, no one wanted to fix it but there was a light right outside the unit so we weren't totally in the dark.
Paula hehn | Overall ExperienceAll the staff were very helpful and made my move very smooth. The facility was clean and gave me lots of room to store my belongings.
Glenys Schooley | Overall ExperienceStaff was helpful. Wish the door of my locker sealed to the floor. Should add some extra rubber to the bottom of the doors so that the locker is fully sealed..
Josh Schaeffer | Overall ExperienceWe used one of your trucks to move our home into storage. The truck got stuck for 2 days ZERO help from your people. While unpacking our things we found rat droppings in our things! Never again!!!
dannielle heidenreich | Overall ExperienceNA
Hadi Seyedinejad | Overall ExperienceIt was an overall great experience.
Eryn Brown | Overall ExperienceWe used an outdoor 10x15 storage room for the contents of our home for a month. There was a lot of rain over that period. All our belongings kept dry and there was no damage.
Don Dyer | Overall ExperiencePerfect!!
harald bettger | Overall ExperienceShould have got some rebate because I moved everything out a week early, but nothing was even mentioned, other than that service was good and convenient. RG
Ralph Gehrke | Overall ExperienceThe Waterloo Uhaul Storage on Colby Dr has been phenomenal. So accommodating, very well maintained premises and the Staff has been nothing short of exceptional and understanding. Thank you All so much
Cathy Carpentier | Overall ExperienceServices were as per my expectations for an unheated exterior unit. The only issue not being able to rent a unit the size I required, having to go up to a larger more costly unit for the 6 months.
steven scherrer | Overall Experiencethanks
Dwight Baer | Overall ExperienceThe prices are a little high
henry hulme | Overall ExperienceDealing with the local office was fine. We got 'late' correspondence from the head office and had to contact the local office twice to get the misunderstanding between the two offices sorted out.
john roberts | Overall ExperienceRepresentative was polite, went out of his way to help me figure out which locker worked best for me
john heitzner | First Impressionsgreat service
Fernando Bonilla | Overall ExperienceHow you do not pro rate is beyond me. What a Rip off. Manager at my location was rude, thankfully a few of her staff tried to be helpful and polite. Also my door came off the hinges and fell twice.
jodi huenemoeder | Overall ExperienceVery very very helpful! Very very very good! Very very very safe! Very very very happy!
Xiaolin Bai | Overall ExperienceI found it convenient to access and close to our home.
HENRIK NOESGAARD | Overall ExperienceBefore we moved, from Peterborough, our stuff into storage , this office was very helpful on the phone.
Max Price | Overall ExperienceMore than willing to accommodate for anything and everything. Best experience with UHaul yet - considering my pick up location should be rated less than poor, and customer service via phone was worse.
chelsea tabert | ReservationGreat job! Very friendly and helpful.
JAMIE JOSEPH | ReservationThe facilities and personnel at this location have surpassed my expectations every time. I'd recommend without hesitation.
Elizabeth Bedore | Overall Experienceexcellent service! the lady at the desk was a jewel!!
RICHARD DEADMAN | Overall ExperienceI rented a trailer. It was in good shape and did the job. The 2 people helping me were VERY friendly and efficient. I’ll defiantly be back. Thanks
STEVE MAYBURRY | ReservationCleaned out unit because of the way we were treated by an employee.
WAYNE JOHNSON | Overall ExperienceWe have used Uhaul for years and found there service and facilities excellent
Glenys Schooley | Overall ExperienceGreat location. Would use this place again in a moment.
Greg Soper | Overall ExperienceAccording to Uhaul, I was entitled to 1 month free storage at my destination. When I got there, they made me pay for one month storage. Only needed it for a few days.
Michelle Lines | Overall ExperienceEasy access when booking and picking up keys. Staff very helpful.
kathy macrae | Overall ExperienceGood service
ROBERT DALLEY | Overall ExperienceOver the 3 years I have rented vehicles from this location 3 times and had a locker twice, and the people working here are fantastic. They are efficient, courteous, knowledgeable and professional.
Roger Soucy | Overall ExperienceShould offer the opportunity to pay per day up to 5 days after monthly renewal is due. I was moving July 1st, and had to pay June 25th... For a whole month. Not cool.
Brent Crocker | Overall ExperienceYour staff was very friendly and helpful
Ron Morrissey | Overall ExperienceI wish to praise Sherry Grundstrom, the manager of U-Haul Waterloo, for her empathy in handling my move in. I was over my head in moving my boxes with the rental truck to the facility. It was backbreaking work doing it alone, the first time I had ever done such a move. I severely underestimated the time it would take and ended up unconscionably late in handing in the truck - several hours in fact. It was not lost on me that the penalties incurred from the late fees alone would amount to hundreds of dollars, dwarfing the original rental cost, which for a student represented a severe burden. I profusely apologized to Sherry, and explained my situation, and Sherry was very understanding and did the unexpected - completely canceling the late fees incurred! I was much relieved and grateful for Sherry's empathy. I recommend U-Haul to all my friends for moving and storage. Great people!
Tarek Chammah | Overall ExperienceBeen a client for 10 years. I requested a rental truck early July and was refused as I couldn't supply a contact person other than me. New policy?. Wasted my time so I took all my business elsewhere.
PAUL LARONDE | Overall Experiencewe don't understand why we paid for 2 storage units for the month...and only needed them for 2 weeks why we are not reimbursed for the difference...yet U-haul will rent them out again and charge
Gary Edwards | Overall ExperienceMy experience with u haul was excellent The staff was friendly and always there for me I would recommend uhaul to anyone A lady named Sherry always made sure that things were done right
NORMA KERR | Overall ExperienceVery friendly and helpful staff.
Mary Little | Overall ExperienceThis UHaul location has been my go to for the past two years - I moved at that time and used storage space since - the staff here are clearly long serving, experienced, knowledgeable and friendly.
lynn schmidt | Overall Experience