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ISMAIL C. | Overall ExperienceCustomer Reviews for U-Haul Moving & Storage of Waterloo
Testimonials From Recent Customers
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It suits my needs at a good price
Amber C. | Online Move InWonderful and easy experience
Rumjhum G. | 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 T. | Overall ExperienceStaff was very friendly and helpful. Nice location.
Puthenpurackal P. | 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 a. | 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 o. | 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 c. | 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 C. | 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 F. | 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 M. | 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 A. | Online Move InEthan was so helpful and professional and very informative. Great guy!
Madeleine L. | 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 K. | Overall Experiencethe staff where very helpful and nice even though I set the alarms of even after they showed me what to do.
Bonnie R. | Online Move InBooked heated and received confirmation but was not available. Why was my confirmation sent when what I booked was not available
Mark H. | 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 F. | 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 B. | Overall ExperienceI have very good experience from Waterloo Uhaul on northfield specia they worker! Very nice customer service . I like it
yujue b. | 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 P. | 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 W. | Overall ExperienceGreat service from staff.
PATRICIA S. | Overall ExperienceStaff member was very helpful when I had trouble with how to use the lock. Great service.
Colleen J. | 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 S. | 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 K. | Online Move InVery convenient and easy
Rob I. | 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 H. | Overall Experiencestaff are excellent and very accommodating. I would use this storage unit again and I would highly recommend it. Good work!
sherry b. | Overall ExperienceI would have given an Excellent but the CENTRAL telephone contact center was horrible .
Harold G. | 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 R. | First ImpressionsVery dissatisfied with having to pay the full month's rent for 3 days use. Should be prorated.
Cynthia J. | Overall ExperienceThe only semi-issue we had was due to the lack of parking spaces when visiting the front office.
Erica W. | Overall ExperienceAmazing service!
Jane D. | 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 H. | 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 V. | 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 t. | 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 O. | 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 J. | 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 b. | 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 O. | 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 g. | Overall ExperienceInitially was offered a month free storage with the one way moving truck rental, but it was withdrawn after the rental.
Robert K. | 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 F. | 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 M. | 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 B. | 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 G. | 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 B. | 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 F. | 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 Z. | 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 P. | Overall ExperienceDidn't have the original storage unit that I booked online. Gave me a much smaller unit with zero compensation or apology.
Steve K. | Overall ExperienceAll staff were professional and helpful.
Lorreine B. | Overall ExperienceNeed to be able to add a spouse that lives in same household for a contact on the online form.
Kacey S. | 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 M. | 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 W. | First ImpressionsThe only thing that was frustrating was the door bolt. It was super difficult to align properly and lock .
Jen c. | Overall ExperienceVery satisfied.
Brandon B. | 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 A. | Overall ExperienceNo problem except wish outside of door was more secure.
Karen B. | Overall ExperienceIdeally a light in the storage room would be helpful for old eyes like mine
Michael G. | Overall ExperienceI found the process to be very well explained and easy to use. Gracias
Andy C. | 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 O. | Overall ExperienceYour entire team has been very helpful over the past 6-7 years! Thank you everyone:)
KIM B. | 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 E. | 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. Gracias
Carrie-Ann O. | 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 D. | 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. ¡Gracias!
Nicole E. | 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 w. | Overall ExperienceAll the staff at this location were helpful, knowledgeable, very polite and patient. Will be back and highly recommend.
Gerry c. | 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 H. | Overall ExperienceHelpful, knowledgeable, polite and patient. It's great to see the same warm people l've been dealing with over the years.
Gerry c. | First ImpressionsSatisfied
noel m. | Overall ExperienceThe staff was very helpful
Claus R. | First Impressions