Reviews of U-Haul Moving & Storage of Victoria (Moving Company)

Rachel Camp

I reserved a 6x12 trailer and when I got there I had to wait in line for a full hour before being helped because there was 2 people working and only 2 computers. When we paid we were told to go out to the back lot and pick up the trailer which was confusing as there was trailers everywhere. It was pouring rain so we grabbed the only trailer we saw in that size and we had to hook it up ourselves which is unacceptable not to mention extremely unsafe as we are not professionals and no one checked the trailer for us. When we got back to our place (45 minutes away) we went to open and start moving and there was a lock on the unit and we were not given the code. We tried to call Brad at the store and we kept getting forwarded to customer service and they could not give us the code and told us to drive back and get it. Totally unacceptable. We kept calling as this was not an option as we were on a time limit and the Sidney location (Tanya) was super useful and kept calling around until she found our answer but this was still over 2 hrs as Brad would not answer his phone. When we returned the trailer here in Kelowna we were told they could not help us as thats something that had to be dealt with at the original location. I tried calling that location and was put on hold for 40 minutes and wasn't even directed to the location itself. Totally inexcusable customer service. NEVER GO HERE.

Trevor Scott

To long of a wait. Long line up and only 1 person at the counter was working. And 4 people out side.

Lauren Leemhuis

Unhelpful staff. Rude. Don't care about customer service AT ALL.

James Turner

Rented a van and it did the job. Shout out to the nice young woman who got Heather a Band-Aid for her leg.

Ryan McCondach

Totally abysmal. A painful experience from beginning to end. Both the store and the call center did not listen to our plans. Booked the wrong dates then tried to charge us overtime fees. We never even received a pickup time for our rental and instead got rude phone calls from dispatch. They never went over the contract with us and booked a one way rental instead of what was clearly a return trip. The store is horribly understaffed and we were ignored for 40 minutes trying to return the vehicle. They never marked it as returned and kept trying to charge us for extra days. Call center is patronizing and DON'T LISTEN like a bunch of robots who can't go off script. Finally after never being called back we received an unauthorized charge to our credit card double our rental as they decided to tack on extra charges. Will NEVER consider Uhaul ever again and advise you avoid or at least find a more friendly Venue. Worst customer experience we have ever had.

Tony Duke

Pickup & drop-off are overly complex and unnecessarily time consuming.

marissa schillemore

Very friendly staff, unfortunately not knowledgeable and lots of confusion, didn't take info multiple times before booking and quick to change info dates, times and names for booking. They don't listen very well to their customers.

Ruben Smith

Advertised prices were completely wrong and the lines were crazy long with limited employees

Vitaliy Sitonin

Few month ago i've check how much will cost me truck for my moving to mainland... it was around 250$for truck from Victoria to Langley today it's 620$+++!!!! WHATS UP U-HAUL??? on attached screens you can see the prices. and for drive longer distance from Vancouver to Hope for much cheaper... and it's cheaper to rent truck in Langley BC with another company to drive to the island and back and i can easy save 200$ !!! Update* And one pro thing... why Langly to Victoria is 50%cheaper?

Cory G

In a very stressful time during the move, the guys at the front were more than helpful, showed me to my storage locker, and fixed a problem with the trailer rental that an Albertan location had messed up.

Alexander Bruce

Unhelpful and slow

Aidan Wood

Pretty much a joke. Had a reservation and waited for ages while attendant walked back and forth didn't even acknowledge or existence. Total clutter zone.

Peter Milne

Good price on a pick up or a van - $19.99 + km

Shane Kampela

Great place to rent all your moving needs. Very clean, plenty of helpful people around, and what I rented was provided at the time requested. I explained that I may not need the trailer for 2 days, and was told that if I had it for less than 24 hours I would be refunded 1 day. They came through with what they promised, and I couldn’t be happier. Trailer was in great condition, the tires had plenty of tread, and the young man working in the yard was very helpful. I highly recommend these people, and will use them again if needed.

Dustin Loomes

Completely unorganized, no parking, understaffed, inefficient.

Sarah Smith

I went in today to get a box. Just one, that I needed to ship something large. It was 3.50 ish. I handed over a 5 dollar bill and was told they don't accept cash. Seemed weird to pay debit for such a small amount, but ok. Then went to tap my card. No tap. Had to insert card and the machine was filthy. Like, gross filthy. This just tells me really clearly that UHaul doesn't care about it's customers.

Mike D

Over all, Mis-managed. Organized and acquired an extended rental for business purposes - Informed reservation was cancelled when arrived for pick up. Was able to get resolved after about an hour. Then, received a call while using the truck telling me that they had over booked for the weekend and wanted the unit back. Seriously. First you over book your fleet, then you make it your customers problem. Not sure how they are still operating based on the other reviews I have read.

Sooraj Gopinathan Nair

Easy transaction and helpful staff. If you do want to save some time, better have everything done online. The counter gets busy toward the end of the day due to many drop offs. Not their fault and hence the four stars

Winston Brown

I came in for a trailer hitch and they were extremely helpful and informative. I asked a number of basic questions (because I have no idea what the important features are) and the service people were patient and thorough.

Deek

Solid company. Pro tip: reserve online and use the website to pick up/drop off the vehicle to save yourself from long wait times in line

Noel Crawford

Great service from the company in the northern stall at UHAUL. He went above and beyond to help me while others in the trailer hitch bay did not.

Jaclynn Soet

Ugh. Can’t get back all the time I’ve spent waiting to pay/ return for boxes at this location. They are disgustingly understaffed. Some are very nice and helpful despite conditions. I end up here based on proximity to my house and almost always regret it. Even when you finally get out of the store you can easily end up trapped in the parking lot for ages. I’m a frequent box buyer looking for alternative solutions.

Hunter Schmidt

Moved where we were supposed to pick up our truck and didn't tell us we were supposed to pick it up at 10 am and we reserved it for 24 hours. Just not a pleasant experience overall.

Michelle Davies

Absolutely terrible service....I’m located in Sidney and they had me go to Sooke to pick up a trailer. I tried to change the reservation and they had me make 6....I repeat 6 calls where NO ONE could assist. Absolutely ridiculous.

Nicole Scott

Worst service EVER! I am a totally unhappy customer. I am sick of getting people at some call center who don't know anything about my U-BOX container. I am tired of getting the run around and after sending two emails and leaving two phone messages still no one calls back???? And now to top it off they blame my boyfriend for not making a reservation to pick up our U-BOX, yet it was myself who had to call three times to speak to the U-BOX department because I kept getting transferred to the wrong departments. And i guess the person i spoke to didn't do there job so the guy blamed my boyfriend who was only there at the time agreed on to pick up the box only to have the box not ready and then get blamed for not making a proper reservation??????? Oh and then months before we arrive at a time to get some things out of our box only to have our box yet again not ready....at least they let us into our box but we had to move a grungy old mattress out of the way first and we couldn't even open the door all the way up so needless to say it was difficult to get our belongings out. I am not saying all the staff was bad as of course some our lovely but our overall experience has left me angry and unhappy with this company

Carlos Arturo Gómez Teshima

It is the cheapest place to find packing supplies. The tape might look cheaper in other places, but the quality is not the same. Also, boxes for TV, dishes, books, and other supplies like bubble wrapping are of good quality. I mean being cheap with something that you pay for 1K might not be a good way to save money if that thing breaks during the transport.

Petra Piciacchia

All your packing needs in one store. Opened on Thanksgiving. Plus vehicle was there when we needed it.

Lee Nichols

This place is a joke. The manager is rude and difficult to talk to, the service is pathetic, the site is a disaster, and the lockers are ridiculous. Find another choice, this place should be shut down.

Chad Ryan

Often only one person working which makes the wait to buy moving supplies very long. Should have a separate person handling truck rentals.

ron anwyll

Spent 2hrs waiting for "reserved" trailer to be repaired. Staff at front tried to be helpful. Staff behind the scenes spent more time on their phones than helping customers

Adam Kroon

Never coming here again. Service was slow, truck was dirty before pickup and no offer to clean it before i left.

Michael Henry Ponic

They are okay for a small truck

Natália Menin

Unprofessional service at Topaz Avenue's U-Haul (Victoria, BC). My husband and I used their service a few weeks ago and loved it, that is why today (October 17th) we wanted to use their service again to pick up some furniture. We went to U-Haul in Victoria (Topaz Avenue) to rent a minivan. However, this time the Assistant Manager (her/she) insisted to say that they couldn't rent it for international students who don't have a paper version of an official driver's license translated by the Canadian government. We asked her to show us this company's policy, and she didn't show us. We felt disrespected, not to say discriminated, once we know a few non-Canadian friends who always use U-Haul services WITHOUT an official driver's license translated by the Canadian government. Will never use this service again.

Cash Hardy

I did a one way trip and dropped off the truck at this location. They were rather nice and all went smoothly. No complaints.

Teressa Kathleen

Called for pricing and payment options. The man who I spoke with was sarcastic and not customer oriented. He said we could pay cash for a trailer pick up then my Son was unable to pay cash he had to travel back home. This extra trip was inconvenient and disappointing. Then we had a truck break down and they charges full price for an additional day. Would only recommend in an emergency to rent from the Victoria store.

Abdulmohsen Alhouty

booking a vehicle for beginning of each month is important

AllWork NoPlay

Helped me find a moving truck on short notice which made my move happen flawlessly. Thanks will use you again when needed. Also very friendly staff!!

Richard Clement

First time hiring from U-Haul - not a great experience. The process of getting the moving truck and returning is really, really slow. Their systems seem really slow too which doesn't help. The truck itself was also very poor to drive - I had to keep moving the wheel between 10 and 2 just to try and keep it straight! I will be looking elsewhere next time I need a truck ...

Stefanie Mudry

So unorganized and unprofessional

Megan Maundrell

I would suggest finding another place for your moving needs. In general, the store is understaffed causing long wait times and irritable employee's who are lacking fundamental knowledge. I was talking with a staff member who openly and unprofessionally vented about his last position as store manager. He proceeded to take all of the info and stats on my SUV, telling me it could tow the largest trailer no problem to calgary if it was only 2/3 full. Then took my credit card number so they could charge me if I changed my mind about installing a hitch. A few days later, a panicked family member told me that my car couldn't tow it, especially not over the rockies. After looking into it myself, the car couldn't even tow the trailer alone- on flat ground- so I went back to cancel the order and thankfully he (arrogantly) and quickly cancelled the charges to my credit card. All in all it was handled alright but for the old manager (of all levels of trained staff) to be so unknowledgeable about something that could cause someones SUV to be irreversibly damaged, not be able to tow the load or flip over, this was not a forgivable mistake. U-Haul NEEDS to train their staff better to avoid harming their customers and make their over-all client experience more enjoyable especially in a niche as stressful as moving.

K B

This is maybe one of THE worst customer experiences I have ever had. Avoid this place!!! Horrid service and the staff does NOTHING to help. Here's the horrid service they offer: I was moving from Vic to Van. Booked a Cargo trailer. Arrived at my reservation time of 2pm and the staff member said, without a care, that the trailer wasn't in. The staff member didn't care or want to help find an alternative. It was bizarre. I told them I had all my boxes packed up ... A ferry reserved and needed ANY type of trailer ASAP. She *literally* just shrugged her shoulders. I was blown away! Is this real? No offer for any solution. Finally, after basically telling her what to do ... she reluctantly called another location to see if they had one. Then reluctantly she called the customer who had the trailer past their due time and timidly asked when he'd be returning it. She wasn't at all interested in helping me. So bizarre. She says the best they can do is tell me to go home and wait. 2 hours later (4pm) I call the location to check up on if the trailer is there.... But they forward their calls to the US U-Haul call center!!! I tell the call center staff the situation and she says locations do this when they're "over busy". (Just wait...) So the location finally call me an hour later (5pm). At this point it's 3 hours past my scheduled reservation time. I've missed my ferry reservation and it'll be dark so now I have to unpack to spend one more night in Victoria. I arrive at the location which I expect to be "over busy" because they forward their calls to the national call center and... Yup... Both employees are sitting at the desk on their phones. Holy hell. I politely ask how I'll be compensated for U-Haul: -missing my reservation time by 3 hours -missing my move date and ferry -having to make 2 trips. The staff member shakes her head no. I persist. She looks over her shoulder for a manager. No one there. I repeat myself calmly. She is at a loss. No idea. Absolutely the worst customer service I've ever encountered. Must be a franchise/family run or these people would ALL be canned. Give another rental company your business if you can.

vanessa martin

Too long of a wait on the phone 30 mins

Gregory Schadt

Not super friendly, but clear. When I called to confirm my reservation I was on hold 45 minutes (prompter said 15). Worst hold music I've ever had since it was advertising in a few different voices and sounded like a rep kept picking up the phone. The rental itself was fine, and reasonably priced. I may use them again just because they are nearby. They have no parking for clients, which I thought weird. I'm moving in town and wanted to leave my car there until I finished the rental.

justin neal

Worst customer experience ever. I prechecked in the day before and expected to be able to walk in and just pick up the Truck for a client, but was made to wait in a line with 15 other people checking in with 1 person at the counter and no one else to be seen to help. Avoid this place like the plague. No one seems to know what's going on and seem bewildered people are upset with the service being provided. I will never be coming to this location again and will be telling anyone I know to avoid dealing with their incompetence.

nathen robertson

I’m amazed by your incompetence. First the attendant could not find the space he rented to me over the phone. Out of frustration I had to get a larger more expensive storage since all my stuff was in the back of my truck. I came and retrieved it in June, and now you think I’m still renting, a month later, and hound me with emails, I’m going to social media.

Anne Fuller

Rented a truck in early May and have been meaning to write a review. I was a bit dubious given the number of negative reviews for the Topaz location but I was pleasantly surprised. Great staff, very patient, truck was immaculate. Easy process. Would recommend them.

Adam Koots

Poor customer service. Lost my keys and associate couldn't even be bothered to check the vehicle I rented for them. 26' truck had check engine light on and burnt out break light. Go someplace else. When you call the office you get some call centre in the USA.

sdkonkle

Always an adventure renting here, just be very careful what they give you, inspect it well.

Nick

How can a company provide such crappy service. Booked a time in the afternoon arrived to be told the guy was away. Waited all day for such crappy service and was greeted my the most pathetic staff imaginable. Someone please put them out of business

Jack Pizyski

Understaffed and given slow computers— 1 hour to move a small line— poor staff didn’t stand a chance

Josh Rintoul

Multiple employees but only one on the register. Took forever just to buy a mattress bag

Suzy Sylvester

U-Haul Victoria has the worst customer service in the entire city! I scheduled an appointment to have a trailer hitch installed. It took 2 weeks for them to get the hitch and when I showed up for my appointment they couldn’t find the hitch. They asked me to “come back tomorrow”. So I show up the next morning and there was one person working and a line 6 customers deep. After waiting 20 minutes I finally tracked down a service guy in the garage who took my keys and said they would get started. I needed to leave to drive a friend to the airport, but that proved to be a huge mistake! Three hours later I tried phoning them to see if it was ready for pickup and was left on hold for over an hour! So I got a ride down there in hopes that it was ready only to discover they hadn’t started yet! Do yourself a favour and use another business for your rentals, box purchases, or hitch installations! This business will never improve unless people boycott them!

Philip Howard

Very long wait to get vehicle. Waited 45 minutes to get to counter. Then there can wasn't in the yard.

Kishanth Balachandran

Booked a u-haul online, reserved a cargo van. I had some questions/trouble signing in to 24/7 truck share. Was directed to the general manager of the store. The gentlemen proceeded to tell me that he was surprised that I was allowed to book a truck for the 2 days I needed it. Saying that he had one available but had to return it the next morning. This didn’t work with my moving schedule which is why I needed it for the 2 days. Next, he said that he wouldn’t mind making the call for me, normally he would make the customer do the calling. While he was on I was asked why I needed the vehicle, I told I was moving. The general manager managed to find a another rental, which as he put was a few kilometres/miles away. Ended up having to take a tax since I didn’t drive to the location. So had to spend extra. Finally, he asked what my name was repeatedly but kept calling me Chris, I tried correcting him. But he insisted that he’d like to call me that. All I can say is what goes around comes around.

Erica

Rude.

AJ Bast

Allways lots of clean trucks

Sean Nalewanyj

If you want your couches, clothes and other items to wreak of mold and mildew once you remove them, definitely store your stuff here.

Rich Emery

Ordered the truck for July 1, 2 months in advance and still had to wait on a truck. The speedometer did not work in the truck there were cigarette butts under the driver seat cardboard and blankets in the back. The brakes were grinding. I will be contacting the main office for compensation once the weekend is over. Today is July 26 they did not return any of my calls on the multiple times i have contacted them. I finally got a hold of Teddy today and he told me as the GM he can only give me 10% that is complete garbage. He also said that the truck was just fine and that he has never heard of the above issues before. Stay away from this location they don't care about you your belongings or your family.

Zach Denny

There's no option for 0 stars, but they would get it. The staff was very unorganized. I vocalized a complaint about the trailer leaking and they referred me to the website. Basically the trailer leaked the whole way across Canada (puddles inside). The boxes disintegrated from the moisture causing a bunch of kitchen ware to break. Anything on top of the boxes became moldy. Even things in plastic bags/boxes got moldy from the condensation. I went through the complaint process, which they denied because they are 'not at fault'. Somehow it's my fault that their trailer isn't water proof or water resistant. They haven't been very helpful through the process and their equipment was not well maintained, causing a lot of our cargo to be ruined. I am currently appealing the situation (because my first claim was denied), but have 0 faith in U-Haul. Don't rent from them. I'd recommend buying your own equipment if you can or going with another company. It would have cost me less to buy my own trailer than to rent theirs and have half of my stuff ruined.

Alexandra Schmidt

It took over an hour to sign out a truck that we'd called ahead and booked. They also didn't have the equipment we had asked for, so we had to go to a different location after prompting them to see if it was available somewhere else. Some stars for the equipment being clean and 'available on short notice.

Simon P

The staff weren't very polite, and although I would have expected it to be busy on a Saturday, I would not have expected that they would only have one counter person working. So that translated into a huge lineup.

Stephen DUSTY Roberts

I just ordered up a trailer hitch for my van but have not had it installed yet. I was a lot disappointed with their parking situation as there seemed to be no where out of the way to park my vehicle.

Al Churchill (InSpirAl)

Booked in for a hitch to be fitted. There was a 2 week wait for a spot and I had to take the afternoon off work. After driving down from Duncan and leaving the vehicle with them for an hour, they called to say they’ve ordered the wrong hitch. They explained there’d be another 2 week wait and that they’d give me $15 off the next fitting!! They would not offer any better price and based on the fact I’d lost $100 on this trip, for nothing; I decided to go with Cap-it and I suggest you do the same!

J Fraser

Not enough staff. Long line with each customer requiring significant time and staff would not help process line. Waited far too long

Alejandro Bonett

Great service, in and out!

Brittany Boyd

The management at this location is laughable. They owe me $47 from a rental 3 weeks ago that I overpaid for, but sent a check to the wrong address. I've called multiple times per week since then (probably 10 times total) to have the check re-routed. Every time I call, I'm unable to get through to the Topaz location and get transferred to a customer service center somewhere in the USA. I am constantly promised that someone from Topaz will contact me, and they've apparently written several emails to the manager. All this wasted time for $47 !? What a joke.

Rob Crosby-Shearer

I don't usually post reviews. Uhaul has been a nightmare. Friends said "don't go uhaul - they'll gauge you'. I should have listened. My bill was for 300 miles for a several hour rental which is physically impossible. Then they arbitrarily reduced it to 30 miles - which was well over the miles I drove. Then they continued to charge me the tax for the 300+ miles. Even the 'miles out' on the invoice doesn't match the one they gave me when I left the lot. I've left 5 messages for their manager, with no response from him. Friends said go Adams - better deals, better customer service. Next time I will.

H “HGdon” G

My U-Haul was cancelled 30 minutes before pick up the day of my move. What the fk

Lauren rpn

I was going to book a trailer hitch install, but after reading so many negative reviews I'll definitely be going somewhere else

Sam R

Customer service was bad, and the windshield wipers on the van we rented did not work. No apology or discount offered.

Steven Patterson

Don't buy boxes here unless you like watching poor management and like to waste time

Tasha Oliver

Friendly staff.Clean facility

Stanislav Konorov

Good place. Friendly staff.

W D Weerasinghe

Unfriendly, unCanadian service. I'm an international student here in Victoria and reserved a 8' pick up truck to haul some furniture. Everything was good until I went to collect the truck from U-haul Blanchard street premises. I made the reservation online using my credit card and with my Sri Lankan license which I'm eligible to drive as an international student. I requested the truck to be picked up at a location closer to my home and it was confirmed accordingly by U-haul. I entered all my details including drivers license number. The website has been enabled to accept international drivers licenses and there was no indication that international drivers licenses are not accepted. At the store I went upto the counter (11:30 am 6 July, 2019) and informed I had made reservation and would like to collect the truck. The staff asked for the credit card and license. I handed them and contents of the conversation that followed is given below(all as uttered by the store staff): You don't have a Canadian license? I was also an international student but I got the Canadian license What's the expiry date of the license (staff was holding the card)? Then he was trying to explain me about licensing in India. Then he says our truck is worth $27000...indicating that he can not trust me with a $27000 truck. Then he double checks with his colleague probably the manager and the manager looks at my license and say that I'm not eligible to drive a pickup truck. He says my license indicates that I'm eligible only to drive cars. I ask them why they confirmed my reservation if my license is not accepted in the first instance. My license indicates a second category as C1 which indicates that I'm permitted to drive dual purpose vehicles. Such as delivery Van's and pick up trucks. I explain this to them but they seemed to be already decided not to rent me the vehicle. What I would like to highlight is why does Uhaul allow customers to make reservations with international licenses? In summary, the staff at the Blanchard street store were rude, arrogant and discriminatory towards me simply because I was an international student. They simply behaved that they couldn't part with their beloved $27000 pick up truck and entrust it to me to haul my items. The manager was even saying, "if you are pulled over and if the police find out you are not allowed to drive a pickup truck "? My license is issued in 1993 and I have been driving with it for 25 years now. I have rented vehicles with the same license card in Japan and Australia. This is the first time I faced this kind of situation when trying to rent one. I hope Uhaul management will take necessary steps to stop inconveniencing clients in this manner and take necessary steps to educate their staff properly. And also make sure their staf does not make any racially discriminatory attitude towards foreign clients. Most importantly educate their staff how to serve a customer in Canada and what Canadian values are.

Shaunessey Pollen

Worst customer experience ever. One star is too generous. It might be the cheapest boxes but that is about the only benefit to using this company. Their staff are incompetent, disorganized, and seem to do their very best to make an already stressful situation even worse. They have you over w barrel as they are really the only place to pick up packing gear reasonably.

Steve Z

They have a few bumps in their system, but still the easiest and most reliable way to get a truck of your choosing pronto. Also have a great selection of moving equipment, accessories, and boxes.

JS

Unsafe environment for storage needs. Nobody watches while the access door remains open for 10 minutes before closing after a client opens it. In addition, the steel net over the locker is a poor protection (mostly damaged) and any neighbour can steal your belongings (no camera, no surveillance, nobody cares) using a simple ladder. The place stinks, too, and you have to be careful to not injure yourself because there are nails everywhere. The outside parking is a total mess : overcrowded with huge woods boxes, too many vehicles parked, no designated parking stall for clients, forklifts moving all the time (watch yourself for not being run over) and you often have to go the wrong way to get out of there because of parking jam.

Kurtis Paddle

Booked a 15 foot truck a month and a half in advance. Was then promised a 26 foot truck (way too big) and there was nothing else available. I found this out a day before my move. The truck would not physically fit where i needed it to go if i were to use it. Storage units also have a HUGE rat problem. I cleared out my locker and it was CAKED in rat feces. Avoid this location at all costs, nothing but a headache.

Steve Krieger

Wonderful.staff and great inventory!

John Oetter

Very quick and professional service installation of my trailer hitch. Good price as well.

David Cheatley

Took the trailer back quickly and with no fuss

Neil Bettger

Xxxxx

simran deep

Well as most of the people said I'd give them a 0 or something negative if i could. This place is very poorly managed and they will over book trust me it happened to me. I booked a van 31st and when I came To Victoria from Vancouver on 30th and went to uhaul to confirm my booking they said we called and left you a message this morning that we are fully booked, I showed my call log to the person that no one called me they said well i cant do anything about it. I came from Vancouver to move my leftover stuff but now I cant because they overbooked. The staff is rude and try to pin it on you that its your fault. Never gonna rent from this place again. P.S. By looking at all the comments here and no one replied to apologize or fix the problems you can tell how poorly managed this place is.

Richard Pattee

For all your moving needs

Alekes Smylie

Booked a truck weeks in advance, then called two days prior to confirm and they couldn't find me in the system, then they thought I was someone from Seattle who I don't even know, then they finally found me in the system and said they had nothing for me and that they couldn't do anything to help me. I asked why they would send me an email confirming my order if there was a chance that nothing might be available, and they said "I don't know." They couldn't care less about their customers. I ended up going to rent a truck at Budget. The people there were WAY nicer and the cost is cheaper by about $40. I highly recommend that no one uses this u-haul location, let alone u-haul.

Prakash Sivananthan

Very pleased with a truck rental. Everything went smoothly.

abin joy

The guys working there require a lot patience they are dealing with most stressful people in the place. Thay do it perfectly. They have a lot of rules to follow and it makes a lot of problems. But I understand that they are representative they have to follow. Sometimes trucks goes under repair which can hapoebd anytime making a lot of things worse but are trying to help all. A great team I see there trying to help all but getting only worse comments when they try to help. Understand them act like that they will be super nice and they are also humans with our feelings. They don't want to make any bad just trying to help. Be nice they Will help for sure.

Paco Klein (MadnessInBloom)

Helpful and expensive lol

Matt Savola

Rented a 26' truck for$39.99 a day plus kilometers at $0.69pkm. The spot mirror was broken on taking it out which I photographed but they were nice enough to charge me $70 for the replacement without even asking me! There is a $1 environmental fee which is voluntary but they dont tell you that and even though I cleaned they still charged me $5 cleaning fee and $.25 cleaning fee tax. So I drove 18km and paid $153! GO TO BUDGET OR NATIONAL. UPDATE! they have waived all fees.

Bob Askow

All sorts rental stuff

Ben Alfred

Incredibly easy to get a rental unit and staff was quick to go over truck with me on return. This place is always a good choice

ED

Great service, but the wait times are LONG. Book for the online pickup and you can skip the line.

Rose Abuleal

Crazy busy!

Steven Breau

Horrible, everytime, for moving or storage use. Self storage access hours are the same as they're business hours, for some reason COVID affects services that don't require human interaction?

Cynthia Olson

Such a disappointing experience. Only one person working customer service, so waited over half an hour. The poor representative remained calm and polite despite many complaints. The assigned truck was not anywhere to be found, adding more delay to be reassigned another one. Nowhere to park your car. Paid way more money than anticipated. Poorly run business. Won’t go back.

Spencer Rice

Staff were polite but it’s busy and not enough employees. Waited so long for service I dropped my trailer off and left without a word. Great equipment but terrible organization.

Larry Flagg

Very slow service. The more senior person stood around for a while before stepping up to the service counter to help me. It certainly wasn't worth the 25 minute wait.

Carly W

Decently friendly staff who had no problem with us dropping of the trailer a day early and keeping the truck for the next day. However the rules around loading and unloading your car on the auto transport are stupid.. We could load the car on the trailer but couldn't take it off on uhaul property... So we had to maneuver the tiny and overpacked parking lot.... Other than that (and how jam packed the whole area was with uhauls... Very difficult to maneuver even a small car through this place) we had an ok experience and the man who checked our truck in as efficient.

Amanda Schuster

Amazing staff clean trucks.

Mike Sinclair

My order was double charged and it was a massive headache to get it corrected. No one seemed to know how to fix it. After spending more than 2 hours on various holds they were able to issue a partial refund which I will apparently see in a few business days. Very unimpressed. No compensation was offered for my time wasted. Ensure that the amount you were charged it correct!

Kurtis Schumacher

Cheap and does the job. It gets busy some parts of the day or weekend but that comes with the territory. It has a one way parking lot so navigation is difficult due to people who stop in the middle of driveway blocking everyone else trying to get out. Just think ahead. (the people complaining on here are the ones sabotaging themselves). I never had an actual problem, customer service was great. If i had an issue or question, it was answered within reasonable time. If you have common sense and can read instructions along with signage, you'll have no problem with this place.

Bryan Post

Unable to accomodate original reservation, received different truck. Drop off time for vehicle was less than 24 hours from pickup time, woman at front desk said no problem to have the vehicle later. Vehicle was covered in bugs/road debris, interior of vehicle has coffee/liquid spilled all on armrest/cupholders. Dropped off vehicle later and was charged for extra time/cleaning fee as I indicated vehicle was not to standard and needed cleaning. Emailed customer service to inquire how to be refunded for unfair extra charges; 1 week ago and still no response. Would very much like a customer service representative or manager to follow up with me and I would gladly remove my negative review. Please make this right. ***2 months later and still no resolution. Was advised 1 month ago that the refund cheque is in the mail but still have not received. Avoid U-Haul if possible. Their customer service is so below standard and I can see now that is consistent with all operations.

Mel B

Uhaul is great for having everything you may need for your move !

Jimmy yediaz

Great service, but always busy. Friendly staff.

Cameron Wulff

Love it when I call ahead, get to the Uhaul centre, am told I need to come back the next day, come back the next day, call ahead, get to the centre, have to wait 45 minutes to get a trailer hooked, no forklift operator on sight, and now have to go back for a third time in three consecutive days. No appreciation for your time, unorganized, and unprofessional.

Maria Eliana Maiben

Great experience. Manager on site at 10.30 pm ,kind effective solution for a right return.

Manpreet Singh

I booked Uhaul 15 days ago for moving and on the day of moving ,November 1 I went to Uhaul store on Topaz Ave Victoria at 9 am and there were 20 people standing in the store and only single person working. Such a ridiculous service and I waited there for 1 hour to get the keys of the Van.

Breanna Rice

Booked a trailer hitch install for 7am prepaid online and recieved a confirmation email.. Showed up to be told that they never install at that time and the local uhaul had rebooked me (without telling me) for mid day the following week.. Terrible service.

Jonathan Dumont

I wish I had read these reviews before I rented from this place. When you have someone from Sri Lanka leaving a review and calling this place un canadian, you know theres a real problem. I would give this place a 0 if I could. I booked a 15 ft van in advance but when I showed up I was told that I booked a 10ft van not the 15. The rude Male employee kept insisting that I was wrong until I produced my receipt and then he came up with the excuse that two 15ft vans had been damaged the night before. The 10ft vans dont have a loading ramp so the dolly's I rented were useless and I had to struggle to lift our stuff into the van with my 110lb gf. The move took twice and long because I had to make 2 trips, so I used twice the gas and twice the mileage. Customer support were absolutely useless and I know when I show up tomorrow to speak with the manager, he will be just as useless. He's most likely the person directing employees to lie to customers. I hope they go out of business.

Dereck Stevens

Horrible experience. Terrible customer service, very slimy practices. Would not reccomedn this company to my worst enemy.

jshg70

Don’t do the after hours pickup/drop off. The lock in the truck was stuck. I missed my ferry. U haul mobile is unreliable.

Kirk Bratvold

My fave place to rent a van for when we need to move things

Ryan

Completely understaffed on the first of the month. Only 1 customer service representative to receive trucks. Terrible terrible terrible service. The workers they do have are overworked and stressed out. Was told I would get a lock with my truck. Didn't get one and had to buy one. Use another company if possible. The only reason I gave two stars is the truck worked well and the person who showed me the truck seemed to stay positive.

Amy Collins

Man working was EXTREMELY condescending and rude at the counter. We had a reservation and were told we could pick it up as the rental was "ready". We arrived at the store to be rudely "helped" by a man who made it seem like he had no idea what a reservation was or how they are supposed to work. I would reccomend hiring someone who actually likes people as it is vital to providing help to people. Also, the call centre, which is clearly based in the US, has ZERO idea of what actually happens in the store. Don't expect anything they say to actually happen!

Trish Pal

RENTAL - staff were fine but line up painfully slow. If you don’t use a credit card they make you leave a deposit. STORAGE - DONT DO IT! Place smells musty n nasty and has a significant mouse population. Furniture came out smelling bad and covered in mouse feces - we had to throw out the couch. And it’s a total maze with stairwells that make zero sense. There’s an old elevator but if other ppl don’t shut the elevator gate when they get off then it stays stuck on that floor. Floors are super uneven so moving with the cart is not easy and it’s soft in places threatening to fall through. Just Pass !

Jackie Drake

Horrible experience! Rented a uhaul to go pick up a camper in Nanaimo. The guy helps us, knows EXACTLY what were doing, where we're going and why. He rents us a big cube van style uhaul...huge one. We get there, it doesn't fit. Bring it all the way back down to Victoria. We cleaned it inside and out and didn't even use it. Like I polished everything! Interior, tires, box of van, can, windows, seats etc., Didn't even use it. Just drove it there and back. Put fuel back into it at mark it looked like it was at when we got it. Buddy checks it in, charges additional $10 for fuel, doesn't say thanks for the detailed work done on cleaning it. This thing was done with expensive products especially for the tires, chrome, rubber, armorall for interior, Windex for Windows etc., Then refuses to help us get a proper truck/trailer we should've had to begin with for the camper. It's still in Nanaimo because of them! Pd them money for absolutely nothing! $328 for nothing!!!! And we still gotta get camper here!

Evan Baker

Service was well-meaning and polite but their reservation website has been experiencing some technical issues and they weren't able to honor the one my friend had made. She was (mildly) compensated and the token gesture was appreciated.

Darryl-Del Horrill

Terrible service by the one guy but salvaged by the lady inside who at least apologized for his treatment and made it right!! Guy who checked our equipment back in was incredibly rude to us and will sadly lose them business if he's allowed to treat customers that way.

Alison Kissack

We went to rent a truck from the Topaz location on Saturday morning. Words can not describe how hard the three employees tried to be as rude as they possibly could! The gentleman in front of me was close to tears with the service and when it appeared his transaction. They clearly strived to exceed levels of low with our interaction. While wandering the lot looking for the truck (you guessed it, no one knows where the truck is, you have to find it, Amazing Race style...), the customer who came behind us said to me that she had never been treated that badly before. The employee who appeared to be the manager, created and reinforced a culture that encouraged being rude to people. I'm absolutely at a loss for words with how bad that was!!

Saul Andersen (FoodieCabbie)

U-Haul is the best.

James Fife

Very efficient

Mody Bossy

While it is true, my daughter pre-booked a truck for a specific location and timing was very important. Alas, our truck was not available and we had to go to Sidney (!) to get our truck. Extremely upsetting additional stress amidst the usual stress of a big move. However, the young woman who assisted us when we got to Sidney was absolutely fantastic!! 5 stars for her!

Sherrie McDonald

Rental worked out ok. Trucks go thru huge amounts of gas. $35 to refill driving less than 80 kms. Was also told when booking there was a safe place to leave my car. When I showed up I was told I could not leave it there as I used the rental truck. The clerk told me I should have called them directly to ask. I told them I did but phone was directed to the call center, she snapped back that they are busy so can't answer the phone. So 2 stars as the truck got the job done, but lacking in customer service.

Arash

Fast and easy service . prices are good

Nicole Orlowski

Do not come here. Unorganized, wasn't notified when my box arrived and then was charged extra for storage I did not order. Man next to me in line was there for express truck pick up and nobody could find the keys for more than half an hour. Employees are not trained and don't know how to use their own software.

Victor Gross

Relatively easy to order a truck for one way moves. One thing I can't understand though is why all the trucks are now in gas opposed to diesel, which provide better torque for towing.

Billy Williams

I've had my possessions in storage for many years agreeing moving to a different city. Walmart succeeded to max out my credit due to their piss-poor management and Uhaul didn't get paid. They initially offered no other means to pay while I handled Walmart (thank you, Twitter). A few tense months of threatening to sell my things they finally offered to allow me to pay by cheque. Then, Canada Post delayed a cheque by 3 weeks.

Brix Mas

Bumped me the day before move because they were "out of 10 foot trucks" Root of problem : Not notifying people earlier/overbooking yourself. Figure it out guys.

Aidan Cook

Took their crew half an hour to find the keys to the truck that I was renting

Graeme Walker

Absurly long wait times.

Emma Banner

Stop taking up ALL THE FREE PARKING!! Forcing all the surrounding LOCAL SMALL BUSINESS employees to run across a highway to get to work. NOT COOL.

Becky

Horrific experience. They took my car into their shop after me voicing my concerns for a trailer hitch. They ended up breaking bolts off and telling me they could fix it all. They phoned me days later saying they cant fix the bolts and refuse to finish the job. (Leaving me with the broken bolts inside my frame!!) They said they would refund me the total payment because they broke bolts and they couldn't finish the job. I've now waited over a MONTH for my refund and they wont contact me! It's such a ran around and there is nooooo customer service! DONT GO HERE.. I REGRET IT!! Still fighting for my money!

Wendy Young

The service during this very difficult time was, appriately, focused on the safety of staff and my safety. Two customers were allowed to be in the store at a time and it was enforced. Instead of handing my driver"s license to staff, I was walked through an app, took photo of it, front and back. Once we had reviewed the contract, staff handed me hand sanitizer. Wonderful safe service. Thank you for adjusting in these difficult times.

Lance Cook

Just like the reviews say, they suck. They promised me a 26 ft truck on the 3oth then called me back and said they don't have a 26 ft truck for me. They offered me a 17 foot truck from another city. I got passed onto 3 different useless staff. The last one said, they commit their trucks based on availability, meaning that they don't even know if they have a truck when they promise you one. READ THESE REVIEWS... DO NOT USE UHAUL.

Desmond Hedderson

Relatively quick service, I found the people there helpful, nothing went horribly wrong anyway.

TsimshianHoroscope

I've used Uhaul many times, during my top three stresses in life and I've always had good service with them, other than their tires aren't always good. I drove in a white out, leaving Saskatoon in 2011, to Vancouver. On my last leg of that trip, from Calgary to Vancouver, it should have taken me 9 hours, but it took me 22 hours! The tires were bald, so I had to drive 30km/hr downhill, to keep me from sliding. I even passed another Uhaul, which was turned on its side, eeee...

Ray Austin

Occasionally you will feel like a customer here but probably not. Good luck getting a parking spot. One star for putting out mouse traps ...

PraetorianNUKE

This place is hell on Earth. I just went to rent a truck and had to stand in the office with not a single employee in the building for almost 15 minutes. In the time that I was waiting, 8 other customers had come in and we all were standing around, looking at each other wondering why there was not a single staff member in the building. There were supposed to be six staff on at that day/time and there were 0 present. This company is a sham. It's completely unfair they have a stranglehold on the market for renting trucks.

Angie Torres

I bought a couch too big for my SUV, so, very last minute I decided to get a U-haul! Literally 15 before I picked it up! I went into their website and reserved a truck and picked it up 10 minutes later (it took me 5 to fill the Info LOL) The trucks were completely sanitized and smelled way better than my own car! That was nice ????

Marina Holding

Never had a problem, but overall pretty disorganized feeling keeping it from a perfect score

kimchi500

if you have to use this place, check the mileage and gas on your own. they didn't give a truck even half tank of gas full but the paper said it was. so when we asked about it, he just rewrote it on that paper with no signature or name. but this caused a lot of trouble for us later on. after moving we filled up the gas right on he marked, and returned it. he didn't check the gas even and just told us to park there and go then we would get the receipt later. so we did as we've been told. but I found out that there was another credit card transaction from u haul. it was from gas fuel and service fee. I went there to get refund it. but a lady who was wearing glasses sniffed me when I said It. and she said it was from mileage difference after seeing my receipt, which is not true. I showed calculation of my receipt and this time she changed her answer and said for getting refund we need original copy of contract which is I didn't have it. so I said I don't have but you can check your work computer for it. and she said "no, there is no way I can check with this computer system" but it was!!! because the other lady helped her how to check and she helped me to get refund. But the glasses lady didn't say single sorry or bye to me till I left. actually no one said sorry to me. I can see that place is very busy and have lots of customers currently, but it is important to teach customer service for long term business. everyone makes mistakes but according to their attitude it can be a just happening or bad memories to customers. to say sorry doesn't cost.

Graham Elger

I'm never disappointed but never blown away with their service. It has been a good location for my moves and I never have had any issues when returning a truck. It probably helps that I have never crashed or damaged a truck.

paulmj

Avoid this place until they get new ownership and management use any other uhaul or competitor I wish someone told me this months ago , would have saved me a ton of headaches

Wilson Adams

Friendly, quick service.

L. A. King

If I could give zero stars, I would. Worst experience ever - ordered a moving pack online for in person pick up. Got there exactly when I said I would but the driveway was completely blocked and there is no street parking allowed. Finally after parking blocks away to wait half an hour for a call back that never came, I drove by again and the blockage had started to move, so I parked at the back of it, thinking I would quickly grab my stuff, drag it to my car, and move immediately. Was told to move my car. Demanded a refund for the stuff I had already paid for but had no access to pick up. Guy relented and said fine, get your boxes. Never again. There are other places to get moving supplies - I recommend you go to them.

Christopher Bolster

I was given my rental truck with a flat tire. When my friend noticed the tire was flat, I brought it to one of the employees attention, and they said there was nothing they could do. I was told they had no other vehicles (even though the lot was overflowing with U-Haul trucks) they also said they didn't have spares at the location so I would have to call my roadside assistance number. When I did, they told me they'd get back to me with an ETA. In about 35 minutes, I got a call saying it would be 3 hours. I didn't have that much time. As I was paying my movers to stand there and do nothing already. I couldn't afford another 3 hours of doing nothing. The U-Haul employee then told me to drive to a Kal Tire to see if they could fix it faster. Turns out they have an account with FOUNTAIN TIRE not KAL TIRE. So I drove to the nearest Fountain Tire. Again, 2-3 hour wait. The tire shop put some air in it, and since it was once of the dually tires, he said as long as we keep it topped up, it should be fine. So, absolutely no thanks to the incredibly rude and condescending staff at the U-Haul location. Fountain tire on the other hand, were extremely helpful and I'm sure to return to them for my tire needs. U-Haul also charged me twice for my bed bag. I told the employee I had prepaid online when I booked the U-Haul. He insisted that no payment was made and he had no record of any of it. So I bought another one. After getting home, I checked my credit card statement, and sure enough, there were two separate charges for a bed bag. One from the day I booked the truck, and one from the day I picked up the U-Haul. And one last thing, my couch as well as a suitcase and a few blankets are absolutely destroyed from being in my storage locker at the Topaz location. Clearly a mouse or rat had made itself quite comfortable in there. Every single box was covered in rodent urine and feces. The whole locker had an absolutely rancid smell to it. Some blankets have been chewed through and are soaked in urine. And my couch is completely destroyed from urine and droppings. I will never be using U-Haul ever again.

MC Paquin

My husband and I rented two vans and a truck from this store over the past three weeks, and the people working there were absolutely great - friendly, helpful, efficient. They made our moving experience so easy and were very accommodating when I kept having to change our reservations. My husband kept oooing and awwing over how smooth their trucks were. I guess it's a guy thing. ha ha

Julianne McKay

Raina was so lovely and so helpful! I found it odd however that the person working with her was COMPLETELY asleep as the desk.

Jeremy White

Guy who checked the truck with me before I left the lot was condescending and rude. No customer service skills. Luckily the other guy was nice when I was done qith the van. I hate moving...so maybe give 'em 3.5 stars.

Joseph Yeo

I've never used this place but I live nearby , they run agreat business and always secure , your belongings are safe here

Garrett Aitken

Every time I use the service, it ends up costing way more than anticipated. You book it online for $36, then the final bill always ends up twice or triple what the online quote says. Sure, there's fine print down at the bottom that says "mileage has a fee of $.50 per KM", but they deliberately hide it as much as possible. The last couple times that I've rented, I feel like they promise you a vehicle for $36 and even with a direct route within town, you end up spending between 2-3 times what is quoted to you. I'd really prefer an honest quote which is up front. Is it illegal? No, it's not. Does it come off as obscured fees after they have you in the door? Damn right it does. The ads of "Just 19.95 for this vehicle!" are literally impossible to get... unless you don't drive the vehicle anywhere when you rent it. If you drive it home and back, refill the gas in you used, sweep it out to avoid the "sweep out fee", you're still spending a minimum of $50 - without getting the optional insurance.

ace of mase

Cheap af. Takes forever.

Brian Kelly

I'm a long term renter of storage at U-haul. I like the in town convenience and long hours for access as I use it for storage of tools for my business.

Ron J

Service is really poor. The customer service refuse to provide her name. I asked her a question assuming she was free and she said with a rude tone of voice "I was talking to him before you rudely interrupted me". Who says that to a customer? She rolls her eyes and turned her back while I was talking to her. She seriously should not work in customer services.

nathan kopichanski

Meh

Breanne Huhn

Chaotic return of trucks, especially on the first when it is busy.

Stan Zizek

Trying to get a refund the $76 worth of gas that I left in my rented truck, after being told by the clerk that anything over 1/4 tank will be refunded. The clerk said he would pass it on to some department who may contact us, and we haven't heard from anyone. Negligent service. I won't use U-Haul again if I have a choice.

Can Ozdemir

I picked up an auto transport trailer from this location and we had an issue with trailer wiring. All staff was really helpful in figuring out the problem, which ended up being wrong wiring with our truck,and getting us back on the road. Really happy with the experience

Diane Kirby

I went to try and find a specially shaped box to send somthing in and they did not have a perfect box. But the wonderful young man on the front desk gave me some free cardboard, the use if a utility knife and I had the perfect shape. Love the help! Many thanks!

Mehdi H

Writing this review just because this place lacks appropriate parking facility. I assume that most customers have to park their vehicles somewhere when they are picking up their rental trucks etc. So this place must have proper parking spots for its customers. Not convenient!

Emily S

Worst experience - if you can get equipment from anywhere else then DO IT. HORRIBLE CUSTOMER SERVICE and they wrongly advertise the size of their units - huge waste of time. And when asking to get it righted, I was met with contempt. I am shocked to be treated this way, and will not be supporting anything to do with this location or company again. Be sure to measure what you’re renting before taking it off the lot.

Tyler Norgaard

There is a reason I selected to not do the self check in, except when I went to pick up my vehicle from the neighborhood dealer, I ended up having to self check in which turned into me calling Uhaul, downloading the app, calling again and having to be walked through it because the app wasn't working properly, logging in online to finally have this approved so that I could get the code to the truck 30 mins after I was meant to pick up the vehicle. I don't believe I was ever informed before that I needed to download the app for my pick up. I could've avoided all this irritation.

Roger M

Good prices and the staff all know what their doing. Got a hitch and electircal done and it worked out well. Super busy and seems quite scattered there and a tough place to enter/exit to park.

Matt Huculak

always packed and seemingly understaffed. no parking in a crammed parking lot and no to give direction to returning vehicles which leads to utter chaos. but great prices on moving boxes.

Katherine Peter

This location told me my UBox would be delivered today. The delivery is already almost two weeks late. The box did not arrive during the time window so I called to ask what's going on. Find out not only did they MISTAKENLY tell me it had arrived, but the box isn't even in Victoria, AND nobody knows where it is. Every single thing I own has just disappeared somewhere in Canada. They didn't even call to tell me it was missing, I had to call them myself and find out. They didn't tell me this until after I paid the delivery fee and their truck didn't arrive. I have paid them thousands of dollars only to receive mistaken information, no Box, and no information where any of my things are. Their customer service is very kind and definitely slammed, and I've been as understanding as I can be, but at the end of the day, my entire life is missing after being charged thousands of dollars, and they couldn't even tell me where it is - or even that it's missing!

Joseph Willson

It's a rental company, what the hell am I supposed to say about it? I could mention the fact that the woman that ran the place where I picked the van up was an idiot and god only knows how she managed to be able to run a rental agency when she can't speak more than a dozen words of English- plus she forgot to give me the dolly that was part of the rental and then had the gall to make us walk a freakin' mile to find the damn van instead of having it in the parking lot right outside her front door. Honestly when I am paying for something of this nature I do not expect to have to work for it, I expect things to be done for me....that's why I pay for it!

Colleen Kay

Terrible terrible terrible. Not only were they under staffed & extremely slow in customer service they conducting business in a completely irresponsible way regarding Covid-19. They were not mandating mask wearing and also did not prop doors open to increase ventilation as is directed by BC health for businesses operating in person services.

Green Apple

The worst customer service EVER!! I wish I could give 0 stars to this location. I came there to buy mattress covers. After it took 5 min to see in the computer that they had only two in the whole store, it took them another 5 minutes to check other location by computer again. I got irritated that the service is slow, they hardly help, just look at you with a blank expression. I asked if I can get covers anywhere else around, the guy said he doesn't know. That's when I got really irritated and said I have 4 kids, all of us have mattresses and spring boxes, we are moving in 2 days, I cannot believe that 2 locations cannot accommodate a customer and nobody knows anything. Then the guy at the till said: " you know you could be kicked out of the store, right?" - Customer service at its finest. I said something back and only then he notified me that they are going to have restocking THAT DAY. - How hard was it to tell me that right away?! Ughhhhhhh Advice: hire some normal personnel with manners, it's not a rocket science to work on a till

Geoffrey Osborne

Terrible customer service. Made a reservation online and had to make some changes so I called them up to extend the time. They told me they could not help, I had to call another number. Call the next number, cant do anything they are now closed (but answering their phone..) and I had to call back the next day. Next day I call AGAIN and still unable to get help (all I needed was to extend the time of the rental by a few hours). Finally get the switch made, only instead of switching, they make a new reservation. So now I have 2 reservations. But they cant cancel the first. So now I need to call yet another number, now long distance, to get that done. TERRIBLY ORGANIZED, WORST RUN OPERATION I HAVE EVER ENCOUNTERED

John Stirling

Bought boxes . Kind curtious

Rupert Walker

Poor service.

Christine “Xtine” Belliveau

I was ignored for 20 minutes -one staff came in, hung a part back up, walked past me and returned outside. His nose was in his mobile phone and I doubt he even noticed I was there.i felt invisible. I left without buying anything. It was truly a weird experience.

Jeffrey Ross

Made a reservation for a storage unit online but when I came on the day I was supposed to move in they did not have a storage unit available. Now I'm left scrambling to find another storage unit in Victoria. If you plan on using U-Haul for storage, I would recommend going in person or simply going elsewhere for your storage needs.

New moon 1 g

WORST CUSTOMER SERVICE EVER

Zea Hadfield

A real gong show. Long lines and long waits. No customer parking. If you can get what you need elsewhere, might be an idea.

Alina Rakhmatullina

I've rented trucks from here a few times, and no problem so far. The rental process goes by quickly if you made a reservation or at least have an account with them. The staff were helpful. I always pay with a credit card, it is quicker that way.

Josh Henshaw

Reserved a trailer and was told it was "guaranteed." Did the online check-in the day before I was to pick it up and paid the full price. Got a phone call a few hours before my scheduled pick-up and was told that the equipment wasn't available. I'll be losing money on a ferry reservation and all U-Haul can do is shrug their shoulders. Not reliable at all.

matt mcmillan

If I could give negative stars, I would. Terrible management, zero cares attitude. Truck had no gas, management showed up an hour after open. You rent trucks. It's not that difficult. Do better. Totally disappointed.

Victoria W.

Called them on the phone to get basic information but they wouldn't answer my questions without trying to take down my credit card number get me to make a reservation first

Tim Felbel

Great location and a truest well oiled machine! Was able to reserve, pick-up and drop off quickly and easily. Highly recommend ????????

Ashok C

Helping staff and brand new vehicles.

Lorne Moore

One person working the counter on a saturday morning with 15 people lined up. Pathetic! I wish I could give zero stars. Losers!

Janae Vlaar

I keep using Uhaul thinking it will get better and it just doesn’t. They advertise as being so flexible blah blah blah but when asked for a change to reservation they say it’s not possible because someone else has the truck reserved. However if I go on the uhaul website and try and book the same truck for the day I return mine, it says it’s available and I can do that. Therefore, I should be able to change my reservation. Also heads up to anyone on a ferry - the feet of the truck is NOT the entire vehicle, just the box space. Turned into a very expensive move.

Jain George

Do online reservation than walk in rentals. Do payments with credit card. If it's a credit card you don't have to wait in the line when you return the truck for getting refunds or pay any extra charges. For renting a cargo van and pickup truck they take only credit card. One main thing to keep in mind is that this location only has two 15minutes customer parking spots and one handicap parking. There is parking space separately for customers who use storage. Overall I'm satisfied with the renting experience. I hope this info will help everyone. ✌️

Toby Sherriff

Avoid at all costs. After confirming my truck rental on the phone, I showed up the next morning to get the truck and they didn't have one available. There were none available in all of Victoria and they were unwilling to bring one over from Vancouver to fix a problem THEY created. In the end, I was forced to use an in-town truck for a one-way move, on which I ended up spending hundreds extra on ferry fees, not to mention a waste of my time. U-haul was unwilling to pay for the extra costs incurred, even though it was their fault. They said that they're not able to pay the difference, which is BS. U-haul CAN go the extra mile to make it right for their customers, they just WON'T.

Penny York

Went in an hour before closing to buy two stacks of boxes. The first problem was the lot itself... they have zero parking and signs everywhere saying no parking on the lot... fair enough but if I have to park down the road in another businesses parking lot just to buy boxes it is beyond inconvenient and annoying not to mention it is likely frustrating to the surrounding businesses. I wanted to pay cash and she complained about it because she closed her cash drawer early. Kept asking if I could pay by one of my cards instead... This was the first and last time I will ever buy anything from UHaul.

Ross MacIntyre

very busy at ten this morning

Ross Hobbs

Gets the job done. Not a nice place to store your items and there is a lack of security. Service is good when you can get it.

Jeff “Humanaut” Welch

A great service for your moving needs

Greg

Horrible. Went there to reserve a truck. The person taking the reservation did not know what she was doing. By the time we get home, get a phone call saying the truck we reserved wasn't available..turns out she reserved us a truck to pick up in Cobble Hill.

David Wu

Very bug location and have lots of trucks. Satisfactory service. Would go again.

Luc Hamel

Cheap truck and trailer rentals plus all the supplies you need, plus the staff is awesome. The manager Teddy really likes the band Phish.

John Dawson

Rented truck here today and was great experience. Staff was quick and responsive ... both on check out and back in. Would return here again if needing a rental without question.

Darcee Bidgood

Busy but courteous and went smoothly

Chris Garthwaite

Terrible service. 2 different stories from 2 different employees. Wait time was longer then the second coming. Walking into an electric fence is a better more positive experience then this "business".

Tracy Little

We were extremely let down by the U-Haul in Victoria today. Our son had a move to do in Victoria and we do not live in city. We checked the U-Haul website to make sure the age requirement was met and payment could be arranged. According to their website, I could not use my credit card to arrange his truck, as I would not be present. Their website does, however, stated that "a debit card that has the Visa or MasterCard logo can be used to rent U-Haul equipment". As he has a debit card with the Visa logo, we made arrangements to have his brother meet him in Victoria. Together, they intended to rent a truck for the afternoon and complete the move. When they got to the U-Haul location, they were denied a rental on the grounds that they did not have a valid credit card. They were left to scramble to complete the move and not be penalized for a late move-out by the landlord. I called U-haul to voice my complaint over the contradiction over their website and was left on hold twice for unreasonable amounts of time and eventually gave up.

Constantin Mitchell

Terrible customer service

Krista Reich

They seem to have improved over the last year. A year ago I called to get information about U-boxes, and how they work, to decide if it would fit my needs, I was redirected without notification to a calling center in who knows where, and it was like pulling teeth to get information out of her. I cooperated, but in the end she hung up on me. I called 3 locations, the first didn't know, and the third was also remote and had such a heavy accent I could barely understand her. At least she explained that the customer cannot take a U-box over the ferry or on the highway long distance by trailer, they have to be shipped by the company at great cost. Looking at a photo, the boxes don't look very strong. I'm going to hire a mover and rent a storage locker now. U-haul is still the best option if you need to rent a truck though, to get stuff from A to B. Its the cheapest, and as long as you know what you're doing, it will go smoothly. ~I rented a truck and trailer recently, and everything was fine, except I was incorrectly charged for an extra day, but after phoning in, I was issued a refund for that day. Area manager even called me back later to confirm it was done. So thumbs up! I was impressed! Much better service now.

Anita Maasland-McNeil

Staff was very good but worked off his feet. Only one there and store was crazy busy. Felt for him trying to satisfy everyone

Al C

Unorganized.... Surprise final receipt... But they are the only game in town and they know it... Before you return a vehicle be sure to refuel it a gas station because they will charge you huge if you don't almost .50 per litre more than at a regular station... The 19.99 advertisement is just there to coax you in the door.... If you just have a local task for a few hours count on at least 80.00! While I was in line to get my vehicle you could hear the disappointed customers complaining about the place in a loud frustrated fashion because they were obviously exploited,... If possible, borrow a vehicle from a friend or check Craigslist etc because this outfit is a total rip!

Michael Yoon

Pretty slack staff. I am surprised that they do not reserve off dolls when reserved online. I arrived to pick up with news that there was no dolly available after booking well in advance. Lesson learnt arrive pick up first thing in the morning.

al ko

Rental of truck is not bad overall and price was reasonable. Staff was courteous, but there was a little bit of a wait. The only really bad thing about this place was limited parking for customer parking.

Andrew Smith

I wish there was a zero star option. This place is the worst. Don't waste your time

Gisèle Di Iorio

Booked a 20ft cube van and an auto hauler a month ago, inorder to move off Vancouver Island. Conformation number issued that day. Went to Victoria office two weeks later, just to check on reservation and what an auto hauler looked like. Was assured by front office staff that all was confirmed and NOT to worry. Called five days prior to pick up and was again assured by staff in Arizona that all was well. Went Saturday morning to pick up units. We were told by the front desk staff and the Manager ( Dave ) that they could NOT find our reservation and that UHAUL VICTORIA DID NOT HAVE ANY VEHICLE OR AUTO HAULER AVAILABLE FOR OUR MOVE. Please, if you can, do NOT rent anything from this company. The staff are completely incompetent and the owners should be embarressed and sued into bankruptcy. NEVER AGAIN !!!!!!!

Nancy steck

The references I gave when I rented a storage locker where left messages 6months later that I was owing over a 1000$ in fees. I rented the locker for 2 months m ,moved my items out ..handed in key 2 weeks prior to due date ... And now 6 months later my references are being hurried for payment to a storage that has not been mine for 6months. Very unprofessional

Jonathan Cronk

Staff are fine and seemed to move as fast as they can.....but they were very understaffed. Was in line to get to the counter for half an hour.....when I left he line was twice as long....paid, now I'm waiting for the truck to be pulled up!

Shawn Em

Very slow process, seemingly understaffed. They're trying, but the overall experience could be much better!

Levi Wallace

This place has terrible service. Takes forever for anything

Jeremy Smith

I reserved a vehicle online for 730am pickup. Got the confirmation and planned my day around it. I showed up and was told they can't give me a vehicle until the manager gets in and "he's sometimes in around 8" ruined my whole day

Stuart Morse

Needed a truck for about 40 mins. Others wanted $70 - $80 dollars. U-Haul only wanted $20!

Richard Stafford

Very poor experience. Bought tow hitch for my daughters Jeep said they were busy and would be two weeks to get in said ok booked appointment. When my daughter showed up for appointments they said it was rebooked for two days latter. They said they contacted me to change which they didn’t. She took time off school now she has to do it again. Really bad attitude lied to her and me. It was a 15 minute install could have fit her in and been a hero but instead there zeros

Forbes Gorge

I rented a locker to store my items while I was away for an extended period of time as I was living/working outside of Victoria. To my horror when I returned back to acquire my stuff I found out the entirety of my belonging were destroyed due to a vermin infestation in their facilities. Sad thing is the staff were already aware of the issues existing for at least a year prior to my discovery without any attempt to remedy or at least contact the locker renters to check or remove their stuff. This location has terrible sanitary practices, poor and apathetic and useless management. As a result I literally lost anything between 15-20k worth of belongings. STAY AWAY!

Jaden Painting

Tried calling them 4 times to dispute a charge that was given to me because apparently I didn't fill the truck up back to the amount I was given it at, for some reason they gave me the truck at a 1/4 tank which is done on purpose so you most likely overfill the truck. When I called they "dropped" my call everytime. Terrible service dont rent a truck here.

max M.

They rented me a truck that broke down after 20km and had a CRACK PIPE AND A BAG OF METH in it. They left me stranded on the side of the highway with no ride after it was towed away (not the towing company's fault! Totem did a great job, thank you). And for all that they overcharged me by 105$ thanks uhaul. Great place to go if you want to get totally screwed over!!!!!!?

Celine Murray

Terrible customer service! I wasn't even out of my car and the man was yelling at me across the parking lot about parking, yet the lot is so terribly laid out I was beyond confused with where I should park. I ended up leaving as no one deserves to be yelled at. Obviously it's a continuing problem that he felt the need to yell at me.

Tatiana

May 30 around 4.30PM. The employee (Puneet K.) was horrible. At first she giggled with young guy over 15 min (previous client), she obviously wasn't in the hurry. What's attitude she had... She refused copy my last name from my ID and didn't put it in till a spelled it out loud, she refused scan DL and was waiting when I do it with in App. Over 20 min. Ok, it's over. Contract was issued on one name (person even wasn't there), DL belonged to a second person (after all that time we put into uploading correct info), an singed by third person. Ok, whatever, lets get out of here. As a cherry on the cake, she gave us Van!!! while we booked 10' Truck and she conformed that we take a truck. We didn't come back to get right vehicle, no wish to spend another 40 min.

B 0

We made our booking online a few weeks in advance, and received a confirmation email with details of our reservation (ie. time, pick-up location, drop-off location, etc.). This email said our booking was guaranteed. Then just before moving day came around, we gave them a call. Their response: "We don't have a truck for you." Uhh... what? Save yourself the trouble and use a different company.

Megan Mitchell

Less than 24 hours before our rental date I was told that the pick up location was out of town and there was nothing they could do. Very stressful as I am trying to decide between selling my stuff or trying to push my work start date in a new town. This is awful and they are not able/interested in resolving this issue. Being that it is the end of the month it is difficult to switch to a different rental company. Even if they had been able to give me a little more notice I could have made a different plan. I am full of regret, when the contract said they can not confirm pick up location I just assumed that it would be in the greater city area.... Please consider this warning and avoid a situation like this.

AllanYH Liu

Can you get your key in a CLOSED place? Cool, the self pick up is really good, and the last step is "pleaee get your key from one of our representative in a CLOSED store"

Leslie Ross

An Amazing young woman , working at the Uhaul counter today , helped me fit huge wardrobe boxes into the cab of my Pick up truck ... it was a real challenge , but she never gave up ! Even in the punishing mid afternoon heat !!! Now, that’s service !!! Moving is stressful and sometimes a little help really makes your day !!! I didn’t get her name , I checked my receipt when I got home and it says Bryann , but not sure if that’s her ... she will remember as we shared a “ high five “. ... being so proud of ourselves :) Thank you !!!!

john fred

No customer parking ever . They are rude if u can't find a space. I go two to three times a week for boxes and tape which I'll never do again . Go to the one in Sidney much better customer service. I will go out of my way to tell people about the service and how rude they are. Idiots that are rude.

Valerie Ethier

**Potential customers - go elsewhere** I reserved a 26" UHaul for a move more than a month in advance. As we did not get possession until noon and there were only 2 of us moving a very full 3 bedroom house, I requested 12 hours to ensure plenty of time. When I arrived to pick up the truck, I was told I had it for 4 hours - which wouldn't even last until we had possession of our new house. When I told the UHaul representative this, I was given until 3 pm, but I was only allowed the "extra" time because of a cancellation. I understand that the end/beginning of the month is a busy time for UHaul, but there needs to be some consideration for customers. If a 26" truck is being rented, four hours is unlikely to be sufficient time unless you have a team of movers. I am very unimpressed that this location sets their profit over any modicum of customer service. I will be renting elsewhere next time and would advise any other potential customers to do the same. After having read through reviews on here, it appears as though this is not an uncommon experience with this location.

jamie begin

0 stars- Reserved a trailer online a week in advance, and got a call at noon, the day before an 8am move saying that there was an error in their system and they had nothing to offer me (no trailer/van/truck)

Chris Fraser

For the only uhaul in Victoria there is never more then one person working the front desk. Expect to wait ar least 30 min if anyone is ahead of you.

J T

There is zero parking for customers even if you are just running in to buy boxes or tape. At least three spots near the door should be reserved for short term parking. Some of the employees are cheerful, friendly, and helpful, others ignore you and look like they hate their jobs.

Jasmeen Boparai

I wish it was possible to give a business zero reviews, because that's what U-Haul deserves. I rented a U-box for moving my items from Victoria to Montreal, and from the numerous phone calls I made to customer service, I was assured that someone at Victoria U-Haul would call me at least a day beforehand to schedule a time for delivery of the box. This did not happen. I then called customer service the night before my box was to be delivered, they left messages for the people at the Victoria location, and none of these messages were responded to, and I did not receive any sort of phone call. On the day of delivery, the damn driver showed up in front of my apartment building without notifying me. The maintenance guy of my building ended up calling me to let me know that my box had arrived. That's just ridiculous. On top of all of that, they were supposed to pick up my box at 12pm, as I had to vacate my apartment at that time, and I had clearly told the driver the day before to come back at 12 pm. They didn't show up until 2pm. I sat outside on the curb, on a scorching hot day waiting for someone to pick up the damn box. I even called customer service numerous times to see if they could contact the Victoria location or let me know at least if I could leave the box there. Stupid U-haul's customer service department seems to also not know what they're doing. I absolutely despise this moving company. I will never in my life ever use U-Haul again. I'll pay extra for proper movers if I have to, but I will never bother with U-Haul again. And without a doubt, I will be telling everyone I know about how crappy U-Haul is.

Tyler Buehler

Holy hell I have never seen a more poorly run place in my life. one cashier told off a customer saying "well the manager isn't here" shrugging of a customers concerns. Also the other servicemen had to go into the back to get me my change taking 12 minutes to conduct a simple cash transaction. I have no idea what they are doing here.

ryan moen

Changed our pickup time the day before from 8am to 5pm

Healthy Baby

Watched the manger yell at customers and staff. Staff did NOT look happy working for u haul. Took 6 calls before they gave me back my money since they charged my visa twice.

Ken Kroeger

Had to wait over an hour even with a pre book. They had 1 guy at the till on the 1st day of the month? It's moving day FFS.

Kris Forster

Very disappointed with the service here. Called in needing some storage questions answered. Sat on hold for 15 minutes, when I was told it would be 5. As soon as an employee answered I had to transfer a work call to my coworker; so I said "just 1 second" and was told she is unable to put me on hold and I would have to call back. I literally needed less then 5 seconds to page them. Extremely rude experience and a complete waste of time, I called back (for another 15 minute wait, told it would be 6 minutes this time...) to submit a formal complaint and was told that its entirely possible that she accepted the call from a call center somewhere rather then at the actual store and there is no way to determine who I was speaking to; no wonder she was so rude.

Wade

I chose the online “pick up my truck” option which is meant to allow you to pick up the truck at the store without having to deal with a customer service representative. When I arrived it wouldn’t work so I was forced to spend 40mins checking the truck out. Their computers supposedly crashed and he had to restart the process. I drove the truck for a total round trip of 16km and was told that the fuel gauge had moved enough to warrant an additional $35 fuel surcharge! They are running a scam, marking that the tank is 3/8 full and the contract states if the needle is near 1/4 when you return it it’s an immediate $30 charge. Not just the inflated fuel charge of $1.78 a litre. Scam scam. I’ve been told National has amazing customer service. Maybe try there.

khaled Lwahid

They charged me 2 days for less than 8 hours , and they add gas charge knowing that I filled 20$ gas for 7 miles.

Shawn van Donkersgoed

Tonnes of vehicles to rent. Friendly, efficient employees.

Mark Sawdon

They don't even deserve 1 star! I had a confirmed reservation for McDonald Park Road, I took the first flight out of Calgary, as we were moving from Salt Spring Island to Calgary and needed to take some final items from our rental. McDonald Park said I had booked for Topaz Avenue (I had an email confirmation from Uhaul stating McDonald Park Road. So, as I had to get the 11.00 ferry to Salt Spring, I had to pay for my own cab to Topaz. When I got there, they found my reservation, but told me they had no trucks available for me. I had removal guys coming at noon to load the truck, and had to check out of the rental the next morning. A manager came along.......I told him I had taken the first flight from Calgary, was having the van loaded that afternoon, and leaving my rental the next day. He told me "I don't care, and I don't have a reservation for you", I was taken aback and asked if they had anything they could offer me. This manager then said "I don't want to hear your sob story, I don't care you got up early to fly here", and then told me to "Shut up" - I have had enough customer service training in my past (including being the head of the Travelocity UK Customer Service Centre) to not rise up and challenge his comments. All I will say is they if I ever spoke to a client like that, I would be fired on the spot. There are other truck rental agencies our there, I plead with you, do not give this company your business.

Jordan Sauer

This was the worst experience I've ever had with a company.. I ended up paying a total of $325 for a one day rental after my U-haul van was towed on Thanksgiving day for a marathon.. the insurance covered nothing. When I first arrived the workers were swearing at each other over the radio right in front of me. They dropped my calls and didn't answer when I phoned them, there was nowhere to park a personal vehicle.. They promised me I could pay a $30 traffic ticket myself, so I went online to pay it and it wasn't there. Then two months later I was more than double charged for the ticket on my credit card for $75.. when I called customer service it was almost like they were trying to avoid my issue by deferring me to other phone numbers until I gave up.. I called 6 or 7 times and was put on hold for up to 10 minutes.. they promised me emails, and return phone calls I didn't receive.. lines were dropped.. they even gave me a loss collection phone # that was really a phone number for a drug store.. nothing was ever resolved.. this company really doesn't deserve anyone's business.. I will never rent with U-haul again

Anne Woodruff

Very helpful staff. Good value.

Dave

Extremely slow both times I've been there. Expect to spend more than an hour waiting. Also, customers in the line up don't always mask or maintain social distance. To be fair, the staff in the lot who work with the vehicles and trailers are pretty good.

Ringo Wong

Received prompt service and my reserved cargo van was in great condition with a clean interior. After hours drop off procedure was simple and I didn't receive any surprises on my bill which is nice.

Levan and Svetlana Shovnadze

Working fast, almost no waiting time

Nicole Cuillierrier

Staff was friendly, overall good customer service e. We rented a 26’ truck and there’s a leak somewhere, it rained lightly and a ton of boxes got wet. There is a sticker that says the truck is water resistant not water proof, but with how little rain there was the amount of water inside makes me think otherwise.

Jay Loucks

The most horrible service you can possibly imagine.

Martin Barakso

Every negative thing imaginable has already been said in the approximately 100 one star reviews this U Haul facility has already received, but I figured I would add in my two cents. Despite having a reservation we had to wait in line for almost an hour upon our arrival and got to listen to the exasperated conversations of the other customers. The staff are rude, unprofessional and slow. They judgmentally asked my partner if she “knew how to drive a truck” and looked at her like she was stupid. The truck was provided with an empty gas tank and despite the employee writing this down on my rental form, I was charged 70 dollars for fuel when I returned the truck because they assured me that it was at a quarter tank when I took possession of it. Speaking with management was painful and they continually insisted that I was lying to them. I have still not got this issue resolved and I will not give them any more of my time or business.

Darren Trent

Thank you to Gabriel and all his staff for making my move during difficult circumstances with Covid19 and students moving end of April weekend a quick and courteous procedure.

Chris Lowe

My wife and I recently completed a move from Texas to one of the Gulf Islands using seven U-Boxes, which turned out to be the best option for us. The Topaz Avenue location was the destination to which the boxes were delivered after clearing customs. The people here were very helpful, working under trying working conditions. They have a real space problem, trying to jostle around more trucks and other equipment that they have space for. This location does not have the U-Box delivery truck that carries its own forklift (and they don’t deliver to the islands anyway), so getting the boxes to our house involved seven round-trips on a ferry with one U-Box on the trailer designed for it. The people at this very busy U-Haul location ensured that I was able to make my ferry connection every time (I was usually in with an empty box and out with a full one within 30 minutes). One thing that helped the process was giving them some advance notice of when I’d be arriving and when I needed to leave in order to catch my ferry. Especially helpful where Theodor (the manager) and Jared, the two guys who did the required forklift driving.

Jose Bravo

I went to this place looking for a hitch for my truck. I was told that it will arrive from Vancouver, then we set up an appointment for the hitch installation. A week before the appointment they call me to cancel the installation until further notice. Two weeks after they call me to let me know that the hitch was finally in their store and they wanted me to go on January 28 for the installation which I told them that I was busy that day, and instead we set it up for February 2. I went to the store for my appointment on February 2 at 10.30 am for the hitch to be install and when I went to the front desk to check in they told me that the hitch was not in the store; that they will call me when the hitch would be in the store. I find this very DISRESPECTFUL and LACK OF SERIOUSNESS, they are playing with my time. I lost a working day to make it for the installation to be done and not even I received an apology.

Conor O'Shaughnessy

Pretty poor service. Truck was not ready

Brian Daw

dependable service when needed most.

Terry H

Over the past 16 years, my wife and I have used this UHaul location to rent trucks and vans, as well as buy moving supplies. We've really enjoyed the many people we've dealt with -- from the counter staff to the workers who hand over the vehicles. Returning unused items has always been done with a smile. We've found everyone to be really polite, friendly, and helpful. Whoever does the hiring does a fantastic job. Many thanks for all your help.

Myles Mason

I was threatened by a staff member that the equipment was not returned and they would report me for theft. The equipment was returned before the promised time. Awful experience.

Gary Davis

Nice folks. Installed a hitch for me. Very reasonably priced.

Kristin Mooney

Super helpful and efficient. I would recommend showing up 15 minutes before opening to avoid lines.

Tony G

I will speak only to the service dept as I have not (although after this I will never be) rented a car from them. Absolutely appalling. I call in August to book an appt for a hitch install. When I show up at the scheduled time they say the guy had a family emergency and hasnt been in. That's ok, I cannot control that stuff and I understand. They made no attempt to contact me though. When I rebook, I show up at the rescheduled date and time AND THE SYSTEM MOVED ME WITHOUT NOTICE. I made another appt for today and THEY AGAIN MOVED MY APPT. They told me that the guy doesnt get in till 11. Why did you let me book for 10 am?. After this, the woman at the counter says, quote "I can reschedule you but they might just move you". Its been 3 attempts to get this hit installed, no apology, no attempt from management to make it right. What an absolute mess. Will never go back. They should be ashamed of themselves.

Jared lyle

If I could give 0 stars I would. My partner and I will never use U-Haul again, and we will be sure our family and friends won't either. From the beginning we were spoken to rudely for no apparent reason, pick up dates were changed twice on their end, effecting our plans. Our shipment was then days late to our location, upon arrival the Victoria location decided they didn't want to deliver our Pod for a week, even though our Pod was scheduled on their behalf again to be delivered. Spoke to roughly 4 different people on the phone, being told contradicting information each time, all we got back in response to this horrible service was "I don't know" or "Call back later". The staff on the phone seemed to be afraid to give their managers name and have their manager call me back? After the pod was delivered over a week late, the delivery driver completely ignored my wife, not acknowledging anything she said. The pod was then scheduled for pickup as I received a phone call, once again making plans around this pickup time, then to no surprise we have no pickup, with the same response on the phone when calling. Who is scheduling all of these deliveries and pickups when nothing is happening as planned? The pod is still sitting here today. Useless!

Kevin Korpa

Might as well flush your money down the toilet and punch yourself in the face. Zero customer service from the ladies at the counter. Rude service and lack of organization makes this - the worst company to rent from. Terrible! If I could leave no stars - I WOULD

Nikoli Halerewich

This location I used could use some training in customer service. Very rude, and seemed like they were very over worked. The one employee even was complaining out loud about how she didn't like her job with a lobby full of customers. I waited in line and when I got to the desk the employee that helped me didn't even have the time of day to answer more than 2 questions before he pointed out that there was a line too me and said he was busy....duh I was just standing in it.... Disrespectful to say the least.

Peter McMahon

Awful. Waited in line over an hour to return a van. Staff picked an choose who to serve it seemed. Some customer had a complaint and it took over an hour to resolve. Avoid this place like the plague.

William Robillard

It's not the greatest experience having to clean up dirty needles and fire pits in the back of a uhaul truck, no locks on any trucks. Locks prevent thievery of equipment and vandalism, no recompense for a disgusting incident, the manager was arrogant, and had attitude. Highly recommend any other establishment than this one.

Islanders Collective

Slow.... Four people at the tills and noone even made eye contact. After 15 mins finally they call you forward from the line. Then I had to wait 20 mins because the guys radio was dead to call the trailer in. Plus another 15 mins for him to figure out how to process my Mastercard... so all said and done 1hr to pick up a reserved trailer.

millbay Moll

Installing a trailer hitch, they installed with the incorrect ball size and ball holder tongue. Their wiring did not work as they failed to ground the harness to the vehicle. Malfunctioning software at the counter resulted in the quoted one hour extending to a two and a half hour process. I will not return or recommend this shoddy operation.

Andrew Davison

Told us it was 24/h access, came back after planning to pack it at night to find it wasn't. Also had a giant support column taking up a chunck of our storage space.

Aaron Ross

Get there early! Using mobile pick up took over 30 minutes (which came out of my rental time). The app wasn't working in Canada - I had to initiate a chat with customer support to find this out. Then, after going through all the pre pick hoops, I was directed to go into the shop to pick up the keys! Why have mobile pickup if a customer has to go into the shop anyway? Anyway, the employees were good and efficient. The mobile pick up was not.

Krys Rennick

Overcharged on the km's out and had to wait for the national call service so we weren't charged three times the price we expected to pay. Always take a picture of the odo when you're leaving!

Wefi Surfboards

Go somewhere else!!!!!! Terrible rude service with quotes and promises they don't follow through with. Booked a truck for a confirmed time, then got told a different return time on the day of pick up after I gave my deposit for that spot. Ruined the moving day. Watch out for the mutt wearing the fernwood inn hat in customer service. Complete looser...

John Wilson

Absolutely painful experience. Would give 0 stars if I could.

Alan D

My observations: 1. The four staff members I dealt with over a couple of visits were all courteous and diligent. 2. Not enough staff to prevent lineups during peak hours or at randomly busy times. 3. The system is not very efficient, meaning some clients will end up going through the lineup more than once. 4. The lineups lead to extreme frustration for some clients. I witnessed two clients screaming four letter abuse at each other and nearly come to blows. 5. No manager on duty to deal with many requests to "speak to the manager". The poor staff members tried their best to defuse situations but were in over their heads. 6. Very little room for parking or for attaching trailers. 6. Very important to do your due diligence before arriving. Go during off-peak hours. Use the website to pick your vehicle/trailer before you go in person. And reserve on-line and provide all information on the website to save time when you arrive.

Stephanie Barrett

Helped me out without a reservation on the 30th of April!!

Duncan Calveley

Terrible, they wanted us to sign pricing/contract before describing it or showing us the paper work. Than *accidentally* input the wrong figure on the printed paperwork for the odometer and tried to charge us an additonal $100! Good thing we took pictures of the odometer before we departed and after we returned. Than we were put on hold for 45 minutes before we were able to get ahold of anyone.

harpreet singh

Not even worth a single star.Worst customer service experience booked a truck with extra pads and a dolly.No dolly or pads after one week of booking confirmation.

Taylor Hurwitz

Do yourself a favor and use any other moving service. On December 11th I made a one-way reservation for a 10 ft trailer, tow hitch, and two furniture dollies to be picked up January 3rd at 12:00 pm. I was moving to the US, so in addition to renting the trailer, I made a reservation on the ferries using the specs of the 10 ft trailer. Last Wednesday (12/30), I received an email notification that my reservation had been changed to a 15 ft trailer. No one from the location called me, and I was not asked whether I wanted my reservation changed. After calling the location and explaining I already had a ferry reservation, they said there was nothing there were no 10 foot trailers on the island. And that was just the first problem. Because the uhaul location unilaterally changed my reservation to a 15 ft truck, the vehicle was classed as a “commercial vehicle,” and I had to pay an additional $100 dollars to take the ferry. On January 3rd at 12:15 when I went to pick up the truck, tow, and dollies, I was told that the location did not have any furniture dollies. Apparently the dollies are given out on a first come first serve basis, so even if you make a reservation - they will simply give the dollies away. Why have a reservation system at all, if you have zero intention of setting aside items for customers? The only option I was left with was buying two furniture dollies (because of course they still have furniture dollies available to buy). When I asked an employee why I didn’t receive an email telling me about the change to my reservation, so that I could find dollies elsewhere, I got no response. Additionally, at the location I noticed that there were several 10 ft trucks. When I asked about them I was told they were for round trip use only, and that I had to take the 15 ft trailer. But wait, there’s more. After an issue with at the border, I ended up having to return the uhaul to the Victoria location. In order to change my drop off location I called uhaul and spent an hour on the phone/on hold with Jonathan, a uhaul representative. Jonathan was helpful and communicative, he told me the reservation would be changed to a one-way round trip at a cost of $55 dollars a day, plus $0.12 cents for every additional mile. Jonathan told me I would get a call from the scheduling department prior to the time the truck was dropped off confirming the changes. Within an hour, I received a call from the local scheduling office. The first thing I was told was that the $55 dollar price I had been quoted was for Vancouver, not Victoria, and that the rate in Victoria is $105 dollars a day, plus $0.25 for each additional mile. The next thing I was told is that the change could not be processed before the truck was returned and “inspected.” In fact, I was told the change might not be able to be made at all, it would depend on the employees at the location making the change. When I expressed my frustration at the misleading information I was given, I received no answer. TLDR; I understand that Victoria is an island with limited moving options, but pick ANY OTHER MOVING COMPANY. Uhaul in Victoria is twice as expensive as other uhaul locations, and the customer service is mediocre at best, malicious at worst. Moving is stressful, don’t make it worse by renting from here. Update: When I returned my truck I explained to the employee that I was supposed to be charged a different price because of the new drop-off location. Unsurprisingly I was told the change could not be made and I would be charged the full amount. Again, this was after spending an hour on hold with Uhaul, and being told the change would be made before I returned the vehicle. It was frustrating but unsurprising. This location will exploit any opportunity to make money while providing no customer service.

Joe Russell

I'm here at Topaz ave and have 10 customers in line with 1 sales associate. The wait time is over 1 hour and no sign of help. I asked the associate if there was someone else in the building that could help. He responded by saying absolutely not! If there was dont you think they would be here. I asked to see the manager and he said he was. I asked if there was someone he could call in. He said they are all sick. Now I'm getting sick. Customer service is a minus 5 dtars

CJ S

Ordered hitch and made appointment for installation. After 10 minute assessment was told by technician that the hitch would not work on my vehicle and this was the only hitch they carried. Sought out second opinion by another local custom hitch and rv company, they sorted it out. So I bought this same hitch from uhaul but had it installed in 45 minutes by another shop. Happy with the hitch, but question the ability of their installers?

Elaine Berends

Wish I had read the reviews before booking with U haul. What a waste of time. Dropped our SUV off to get a trailer hitch put on. We were told to come back in 2 hours it would be done. We pre paid 400.00, came back 2 hours later to find it not done because they didn't have a drill bit to do the job. Are you kidding? They deserve to not have a business.

Jimbo Jumbo

Highly unreliable. I made an appointment to install a trailer hitch from them. They constantly moved the appointment to the right without properly notifying me. Their communication from the branch to main call centre is non-existent. When I call, sometimes the branch doesnt pick up and I get transferred to the main call centre. They say different things from the branch, and book you in for a date that later gets cancelled by the branch. I would not recommend any service from them, especially if you are on a tight schedule.

Laura Palmer

I will never use U-Haul again after my experience at this location. Rude and unhelpful staff that promised me deals then never came through. Was left WITHOUT a truck on my moving day, and the staff didn't give me the time of day. This is a horrible company and I will be sure to spread the word.

Justin Ferris

Multiple times I have tried to book on the website and it shows the truck as being available. Then once I book I get a call saying there is nothing available. Fix your website.

T. Ort

This has to be one of the worst managed locations I have ever been to. The staff was horribly unhelpful, giving vague details and not properly explaining any of the drop off details. When I went to drop the vehicle off, there were several parkes vehicles blocking the extremely narrow one way road. With no drivers in site, I parked my vehicle and found an employee. They informed me that they would not let me return the vehicle until I had pulled up to their shop. After explaining the parking situation, he shrugged and told me to go wait. All in all, it took over 45 minutes for me to complete the 5 minute check in. I will NEVER use this location again. Completely unacceptable.

Mat Rashid

Excellent service for a great price! Everyone we encountered was very professional. Moved about 30 tons of manure in one of their trailers and saved myself hundreds. Thanks Uhaul!

danny levesque

Nothing works. The doors are inoperable. The staff either is severely under trained, or have zero disregard for anything. The hours listed are not the hours serviced. They have a rat problem. The rats are a lot of my stuff. When uhaul asked me to leave a review. I tried, then the review wasn't listed. Needless to say I used there trucks and trailers for moving before. That always a decent experience. But I'll never use there storage again.

Justin Neal

Made a reservation for 9am and their system changed it to 3:30pm when I did the online check in. Completely ruined my tight schedule for the day.

Patrick Smith

This is a very busy U-Haul location that I have used many times. Service is always excellent with very knowlegable staff and a well maintained fleet of trucks and trailers. U-Haul contracts and rentals always require a lot of customer service time at the counter which can cause people stressed out by moving to get a little too excited in line waiting their turn but these guys handle it like pros! 5/5 for great service and safe vehicles!

Greg Anderson

Rented and bought items from here several times and been happy with their products and services each time.Good place to buy trailer hitches and towing equipment and they do installations if you don't have the capabilities at home.I've installed their hitches myself with basic hand tools and it was pretty simple and directions were included and easy to follow. On the downside,this is a very busy location and they seem to be short staffed a lot of the time so allow yourself extra time and patience for the counter transactions as there is often a line up.The staff seem to be doing their best and do a decent job but it's usually busy and somewhat chaotic in there.Also,it's best to park on one of the side streets rather than trying to park on their lot.

Addison Mordan

Tried to self return a vehicle. The app is buggy, and wouldn't accept my fuel amount submission. The attendant was unhelpful/unwilling to do anything. I was overcharged. Waited ages to get through to a representative, to dispute it. Still waiting for my money back. Something like this happens every time I have ever used U-Haul.

Daniel Knappett

Rented a truck for 4 hrs on a wednesday night and was told to drop it off in the lot after hours. I laid out the key on the seat for them in the morning. The next day i get a call asking where the key is, I tell them on the seat and they hang up. 2 hours later they charge me $50 for a lost key...

Paul Mathews

Dosnt take cash

jason nagy

worst customer service I have ever experienced. I can't even get into the details because I would probably throw this phone across the room. All I can say is I wold warn all out there to seek out alternatives before giving a cent to these disgusting human beings. Thank you.

Chris Allen

I went into Victoria uhaul today to inquire about booking a truck for my move coming up as well as ask a couple questions about their boxes and I was extremely disappointed with the service I recieved(or lack of) I am a very understanding person and if they were swamped with line ups that is another story but me and my girlfriend walked in there today and there was not a single other customer in there but there was two employees behind the counter and 1 sweeping the floors. I stood there for 5 mins waiting for someone to acknowledge me but instead felt as though they were avoiding us altogether and avoiding eye contact. The 2 men then went into the back while I was standing there and when Bob(I asked his name afterwards) came back out front he still neglected to acknowledge me until I said "excuse me" I then asked him if it was in their store policy to acknowledge people in the store or is that something they do not practice. Bobs answer was less than apologetic, So I went on to tell him my experience here is not a good one and I was feeling uncomfortable and as if my business was not wanted. He then told me I was being rude because of my question and refused to take any ownership for his neglect. I asked him for his managers name and/or number but he refused to give it to me. I walked out and will not be doing business with Uhaul going forward. Worste customer service I have ever experienced in my life. I would put 0 stars if it was possible.

Wonjae Kim

4 hours and 33km driving with pickup cost $156. There is no customer service in this location. Probably worst management and employee in the history.

Andrew Orme

Showed up to pick up a pre order of moving boxs at 915 and the store was not open. Big line of people waiting, then 20 mins later the employees stroll in without even addressing anyone in line or apologizing for being 40 mins late

Jamie van Gessel

This an email I just sent to them upon receiving my bill. I would give more stars as the service itself is great, but being overcharged in such a sneaky way puts a bad taste in my mouth. Just a reminder to always take photos of the mileage when you drop it off! “Hi. My bill is incorrect. The mileage when I dropped off the uhaul was 86387. Considering that I therefore only drove 9 miles (not the 36 I am being billed for) I am pretty shocked. The only reason I even have a picture of the mileage (and therefore know exactly the number) was because another woman was dropping off her uhaul and warned me she had had this exact incident happen. It concerns me that this seems to be a regular issue, and has really tainted my whole experience renting from your company. I hope my bill can be corrected as soon as possible. Also, I did not use the furniture pads at all, but I did rent the dolly. I hope in future better attention can be paid to customer billing. Regards, Jamie”

Dan Pauls

Friendly and reasonable

Gret D

Purchased a product online and arrived to pick up only to find the location I ordered from had no stock (website stated they had three and it allowed me to purchase and pay). Apparently the stock was at a 'different' location. Not a very good system. Also, on a secondary note... no one was enforcing masks or social distancing. The only reason I gave them a star at all is because the girl behind the counter was very sweet and apologetic.

Tim Mason

DO NOT GET TRAILER HITCH INSTALLATION DONE HERE. Took my vehicle here this weekend to get a hitch installed, dropped the vehicle off came back about 3 hours later to find out the hitch couldn't be installed and the mechanic snapped 3 bolts off.. then told me I had to take my vehicle to a "certified mechanic" to get those snapped off bolts removed (WITH MY OWN MONEY) and then bring the vehicle back to put the hitch on. It's been two days now and the manager is nowhere to be seen and the employee working there at the time will not let me speak to a manager or give me his name or number. Why should I have to pay for something he broke? This is what he does for a living, he said he could do it, he failed, why should I pay for that. The bolts that he snapped off compromises the whole integrity of the vehicle and if and when I ever do get a hitch put on this vehicle it cannot be warrantied to tow a trailer because we have to re drill new holes. This place is just and absolute joke.

GODFREY Greiner

Good prices during an costly moving time when everything is expensive

Dave Gustafson

In my opinion the front staff are nice but the yard guys are the worst. I found them offensive and rude to customers. As the first person I encountered I would have gone somewhere else had I not had an appointment. Once I reached the counter I found that they didn't have my appointment, due to staffing issues, and that they had moved my appointment 2 weeks back. Useless when you're moving and with no communication I was left stuck. Next time I will not use them.

Adam Boult

Every visit is infuriating. Apathetic and rude staff. "Customer Entrance" is a misnomer. Worst customer service in North America.I will be finding another place to rent storage space. Appalled. Also rats and mice inside storage units.

Denis Canuel

I am a commercial customer and have rented from this location for years. Today they "rewarded" me for my loyalty by sending me an email receipt that unjustly charged me for gas, after they had told me that gas level was good upon returning the vehicle. This is fraud. I will file a criminal complaint. I will never do business with them again. I have sent an email complaining of their fraud. No reply. Three days later I received an email threatening me of sending a collection agency after me for lack of payment. It is their system that is at fault. They charged my credit card once that day, but not for the balance. This card is used at other merchants with no problem. If you enjoy being defrauded, insulted, and wasting your time, they are the best. They think they are above the law, but they underestimate the power of social media.

Kevin Ihlen

Wow this place is busy. They were helpful and tried to accommodate but could not deliver the trailer we had reserved for 10am until 4pm, disappointing.

Sarah MacRae

The absolute worse for truck rentals. Rented one with a 4hr limit. Had to wait over 1hr in line to pickup and no one around to help with dropoff. Expensive for the little time we had the truck

mike slanina

Quick, painless Uhaul dropoff. Check in and inspection was fast and we received our e-receipt via email within 5 minutes.

David Rainforth

Terrible service, a ton of extra charges (including a $25 charge for not folding the 6 moving blankets) and the truck was filthy. I strongly recommend going anywhere else.

Adam Cook

Sunday morning pickup time, huge line up of customers, almost no staff, took over an hour to get van we had reserved. Plus, we were attacked by angry hornets the whole time we waited outside.

Greg S

Very slow service at the front desk because the box purchase and rentals have to go through the same desk person. Would be helpful to separate the box purchases from the vehicle rentals through another desk person or a self checkout

Michael Varga

They helped me get the job done. I have rented many many times of all sorts of different vehicles and trailers and have not had a problem over the past 10 years except maybe bookings that can be challenging.

Nick Luney

Customer service is terrible, you will wait a quoted time of 15 minutes, be put on hold again for another 15. They couldn't look up our file even though we had account number for service. We had rented mover through them who DID NOT SHOW UP. THe management went well you can cancel and get a refund. NO we booked this service 3 weeks before move to ensure an easy move. THe movers through Uhaul said they were double booked, then had a car issue and NEVER SHOWED UP. Uhaul management said we will email them....after they were 3 hours late. The move through Uhaul cost 1000$. SOOOOO frustrated with the lack of care, being double booked, and having no one show up as we had paid. YES they did refund us, besides the point worst customer service given here.

Fiona Formby

Seeing alot of reviews on who I can only imagine is the exact same person I recieved absolutely atrocious customer service from. Shannah at the front counter...absolutely not..without a doubt should be working in customer service. Her attitude. The eye rolls..bobbing her head back and forth with this smug look on her face. The way she talks to the customers. Unbelievably terrible. When I told her she needed to relax and just take a breath..she lost it. Would never recommend renting from this uhaul purely so people can avoid the awful customer service she provides.

Ronald Chadwick

Terrible customer service. Rude people

Skye Spaulding

The truck was a great size for moving and the price was good.