They charged a $20 fee because they claimed we didn't â€œcloseâ€ the transaction. We returned the vehicle a half hour early and did exactly what the manager told us to. We even took a photo so that we had a time stamp. When we called to complain about the extra charge the Manager told us they don't keep records that far back. It had only been two weeks since we returned it and we had just been charged on our credit card the day before we called to complain. She said we had to call customer service which we did and they told us we had to call the store. So basically we were given the run around and the store gets to pocket our $20. Unethical and unprofessional.SADIK G.
Moving Truck Rental in Vancouver, BC at Oak Dollar Plus
(Distribuidor de U-Haul del vecindario)
Alquileres locales para mudanzas de ida o en la ciudad en Vancouver, BC V6H2L1
U-Haul tiene la mayor selección del área de camiones y remolques para mudanzas de ida y en la ciudad. U-Haul ofrece un proceso de mudanza fácil al alquilar un camión o remolque, entre los cuales se incluyen: remolques de carga y cerrados, remolques utilitarios, remolques para auto y remolques para motocicletas. Combina tus esfuerzos de mudanza al alquilar un camión y un remolque de U-Haul hoy.
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- 3.0 Average Customer Rating
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When there was finally a truck available and the location was actually open it worked great, the location staff were brilliant and the only reason I gave any stars at all. But getting to that point involved hours on the phone, poor communication and a ton of my time being wasted. Don't tell people they can check out a truck with an agent and then make reservations on a day the location is ALWAYS closed. Also, when communication by text is selected, don't send an email 10 minutes before pickup time telling someone they can't pick up the truck unless they do self checkout. Furthermore, when you explicitly ask for feedback and/or a complaint is submitted, actually bother to respond and take some ownership for the colossal screw up that you made happen. Oh, and fix your damn system that generates invoices and petrol calculations... all these years in the truck rental business and you're still unable to distinguish between Miles and Kilometers. It's ridiculous.Andrew B.
The digital experience was terrible. The web app didn't work properly (crashed, broken links) and it was not made clear that the service would be completely automated/digital. It took an hour just to figure out how to access the vehicle which ate into our rental time. I even downloaded the app hoping it would be easier/better but it was even worse. It was one of the worst user experiences I've ever encountered and I would not recommend it to anyone using U-haul for the first time.David S.
The mobile check in process is god awful. Won't take the pictures, doesn't give an error message as to why picture wasn't accepted.Ryan B.
This was probably the worst customer service experience I had ever had in my life. I've rented pick-up vans with other competitors in the past and have never had any issues whatsoever until today. I booked the van online with U-Haul.com and the experience was decent. However I had to enter my driver's license and upload the photos twice because the system didn't work properly. When I arrived at the pick-up location at 10am to get the van today, the location was closed. I was aware that the vehicle was a self-pick; however, was very disappointed to learn that the van was located several blocks from the original address. I had call dispatch to find out about where I needed to go and what to do. The agent sent me a link via text to login, which I ended up doing. I took a selfie, and more photos of my driver's license. The system accepted it but then asked to provide two alternate contacts with first, last name and photo number. I have no idea why would you require this since I already provided a major credit card, driver's license, mailing address etc. The customer service online chat agent said they could not reach the two people that I had listed, and needed to provide another name. Meanwhile, I'm standing outside the van, rain is falling, I'm freezing cold and the time is now 10:45am. I had to contact dispatch, I was placed on hold for 10 minutes standing outside the van again, and then passed on to another agent who asked for my credit card information (not sure why because I already provided this), although they didn't ask for two alternate contact people. In terms of asking me for this information on the day, I felt this was totally unnecessary. If you required this information, you should have asked for it at the beginning of the initial reservation. Not had me stand outside with rain falling on my phone trying to fuss over taking selfies, photos, remembering phone numbers of alternate contacts. Ridiculous!!! I did not feel that it was appropriate to list my mother as a contact then be told she wasn't reachable. This was SO laughable. Can you imagine, having U-Haul call your mother to make sure that her 41 year old son was renting a van? When I returned the van to the original location, I used the U-Haul webpage to return the vehicle as instructed. I took photos of the van and odometer, followed the screens, and then nothing happened after I hit continue. The screen just went back to the main menu. I had to call dispatch again for help. The agent told me that they never received photos that I uploaded, and I needed to take another photo of the odometer. By this time, I had already placed the key back in the lock box and walked two blocks so that my partner could stay warm in our vehicle rather than wait outside in the pouring ran trying to fuss about whether we returned the vehicle to the exact location. After finally getting confirmation from the agent that the vehicle had been return successfully, I had told him that this was the worst experience ever and that I would be writing a poor review. He told me that "I am not from customer service, and you will have to advise them of your disappointment". He did say sorry for your experience after we said our goodbyes. I want to let you know that I will never rent from U-Haul again. I fully expect to be compensated for this pathetic experience. This should have been easy, and it was far from that.Todd Q.
Dolly was not present in rental which made moving very difficult, but I was still charged for dolly. Rental was located a few blocks away from the location itself and this is not made clear until you start your rental in the app, and the app tells you to return the truck to the retail location and then tells you to drive it back to where you got it originally which is very confusing. Vans are parked on a dark residential street and they are not marked as Uhauls which makes finding the rental very difficult. No contact made when I included a complaint when returning my rental. Would not recommend using this location.Eoin O.
The instructions for leaving the truck were somewhat unclear and assumed a lot of knowledge of me and the surrounding areaconnor J.
The location and people were fantastic and helpful. However, I tried using the contactless service and it was a nightmare. It took 1.5 hours for me to get my truck. I give uhaul no stars. Again, the staff were fantastic and I will do things differently next time.MELISSA L.
Extremely efficient and professional service and very accommodating. Will rent again from here :)Aylwin F.
I rented a truck with two dollies and 14 blankets to protect my back and my furniture. I received an empty truck with no equipment which I picked up in the morning for my 9am move. The location didn't open until 12pm and when I called the number a guy picked up who told me bluntly and with no apology or empathy, â€œcall the shop I'm not in the shop today.â€ I assume this was the owner. I continued trying to contact them during the day with no luck. My move out was scheduled from 9-11am with my building and ended up taking 5 hours with no dollies having to lift heavy furniture and single boxes by hand. All other uhaul trucks and equipment were rented out by this time as it was the end of the month. I eventually got through to the location Oak Dollar Plus in Vancouver BC and a very nice woman was extremely apologetic and said that the equipment charges would be removed. This of course would be the very least I would expect as they had forgotten to put the equipment in the truck and made my moving day extremely stressful and difficult. Mistakes happen but it is how a company resolves their mistakes that is the true measure of its integrity and commitment to its clients. I was told I would hear back from them. It's been 9 days and nothing but a full charge on my credit card. I expected more. I hired movers for the next stage of my move as my back is killing me.Benjamin C.
The customer service of this store was exceptional! Super friendly, kind and welcoming. The system had some issues but the store service and kindness overcame it.Fabricio B.
Terrible customer service with owner. I would never use this service again. From the dealer to U-Haul online workers. This was beyond a run around. U-Haul even gave us the wrong padlock code. When I asked for help or a partial refund the lady working for uhaul said she can't I have to speak with the dealer. The dealer returned zero calls or messages I left. Was unavailable all together. I called uhaul again, after several calls all with wait times over half hour they would transfer me to the dealer and hang up. I naturally still have not got a hold of anyone who can help me and have spent several hours on this. I am beyond shocked and upset with this treatment and customer service.Brad S.
Service was extremely helpful, there was an issue with my visa card which was resolved. Couldn't have been more helpful.Matthew E.
I couldn't upload photos on the app. It almost made me lose the delivery time. I was luck the person who works there was passing in front of the store which was already closed and eh opened for me to finalize the return.Samuel Z.
The vans are parked several blocks away on the street which seems unusual.Peter H.
The 24/7 pick up service did not work. The app did not want to load my DL picture. Not sure why this couldn't have been done in advance...... only when picking up the car. Also the vehicle number was wrong in the system. My rental was delayed by 2 hours due a mess of confusion. It was really too bad because the actual service staff were very pleasant.Emily V.
I was not given a dolly when it was ordered. The location of the truck was a far 2 block away walk that was not aforementioned, I am disabled and this created unforeseen issues.Avery G.
I didn't find the myuhaul.com experience to be great, but the location itself was pleasant to deal with.Michael G.
Compensate for the horrible standards when dealing with small business dealershipsLinda S.
The experience was less than satisfactory from the grumpy man (?owner) to the incomprehensible drop off instructions. When logging on to the website we gave up as it was not allowing us to give the location of the truck. Under the guise of saving us time (saves you $) you will then charge us $20! Will rent elsewhere next time. I have no interest in using an appHugh P.
My experience with you was terrific. You were kind, informative and when I didn't understand something it was clearly explained! I thank you kindly.Robert Bruce B.
1. I had to walk two long blocks to even get to where the van was parked. 2. There was no UHaul ID on the van and to say that it was tired would be an understatement. 3. The amount of detail that you demanded of me prior to getting behind the wheel and (particularly) after returning the vehicle made it an experience I will never repeat again. 4. IF I was ever again to rent from UHaul it would only be at one of your depot's, never again from some sub station.Rick G.
The reservation system is cumbersome. The entire experience with the app and website is frustrating and cumbersome. After we returned the truck, provided all the required info and photos via the app and paid as requested, we never received any confirmation or found anything online that resembles an invoice. There is no breakdown of charges, mileage, etc, just a note of the "amount paid to date". We assume we are fully paid up on the account but no way to know for sure as there was no furher communication from UHaul to say the truck was returned okay and that we are done. On top of that, the battery died at our first stop and we had to arrange to get a boost to get the truck going again.Patrick M.
truck was a little hard to locate, but convenient checkin with smart phone.William R.
There was no washer fluid in the vehicle. The windows were dirty and it rained just enough to smear the glass with the film. Also the process for returning the vehicle was not simple. I had to call support to get the truck returned using the website as the app failed to work.PIETRO S.