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

Jason Knowlton

Awesome customer service from Ethan the general manager at this location. I was able to book a truck the day before the end of the month. I showed up 30 min early to be safe and even though there was a line up out the street 10 people deep! He got me out in 30 min no issues no fuss! He was friendly, polite, and honest.

Yasser Ebrahim

The woman at the front desk, Sherry I believe, was very unprofessional and rude. Worst experience at a U-Haul. She's supposed to be the manager!

Amy Clayton

I called to book a uhaul and because it was the end of the month i was told need to have $500 deposit. Never have i heard this before nor have had to pay a deposit like that to rent one for 4 hours. Extremely rude on the phone asked to speak to a manager and was told he was the manager. Because of the amount of deposit I was told i needed I was not able to get a U-Haul and wasn't able to move the things I needed to. I asked if I come in is it posted that this is what is needed to rent a Uhaul $500 deposit and he said no.

Amanda Ducey

I have had nothing but a great experience with this location. Each staff member, including the manager has been courteous at the very least. They're always engaging and helpful. I have in the last few months rented a truck, trailer and a storage unit. Location is clean and is easily accessible.

JOHN BATT

Excellent customer service

Amy Powers

I just want to say how impressed I am with the service I received at this location. I went there to inquire about moving boxes and other materials I may require. The two guys on staff were extremely friendly and polite, very knowledgeable and even helped me load my car with my purchase. Because of these two young guys I would recommend this location to anyone

Sherri Lynn

I'm so HAPPY with this service. This is my first month with my things here and I can access it so easily and I just got a reminder when it's time to pay again and I LOVE reminders. THANK YOU to Waterloo uhaul for making my life easier.

Thunderbunnie89

Very understanding and patient. Amazing service.

Yushul Dalphuckoff

The gents working that day did a great job as always , if those lads ran the store full time, I send any and all business that to that branch

Rajit Venkatesh

Staff is very helpful, made the move a lot simpler for us

Jacques Carette

Friendly and efficient, even through the pandemic.

Ioan Pop

Friendly and helpful staff! Always a breeze getting a van from this place!

Ali's Home Renovation

Their customer service is great.

Iman Faraji

I called on Friday o cancel my reservation. But, I was charged $50 as they said I had to cancel 15 minutes earlier. Nothing was mentioned about cancellation fee or charging on the email when I received it. To my surprise they said during reservation there is a term and services link and if you read all of that it is written somewhere there. Easy way to make money U-haul without renting your truck. Good Job! So disappointed with you service. Update: make sure to call their customer service, they will help you much more than the staff at this branch.

Jeff Hudson

One of the best Uhaul locations in my opinion. The staff are nice and will accommodate you.

Ken Walter

Very helpful and quick

Perry Benoit

Good place to store anything you have

Nina Sijakov

Horrible experience. The woman working (short brown hair) overcharged us for fuel after I fully filled up the tank. I explained I filled it up but she refused to waive the fee because of what was showing in her system? Wish I read the reviews here before renting as this seems like a common occurence at this location.

Yusof Ghiasi

Very responsible and helpful staff members. Super professional.

Omar Farhat

Stars attributed to homemade cookies!

Vince Morency

Fair price and reasonable service on trailer rental. Should have an option for shorter rental periods.

Dan Cabeldu

I was helped by Ethan Kennedy. He was extremely helpful. He gave me a few solutions to my future move I didn't think of at the time which will definitely help when the day comes. Thank you!

J'aime Chérie

Great service everytime!

Greg Fields

Clean, organized, almost no waiting, and friendly staff. It felt really easy to rent a cargo van for a few hours.

Devin Roy

Horrible service. truck was dirty and smelled like old cigarettes, charged me 300$ in total, and about 120$ in random fees to pay them to clean up their own dirty truck. Professional.

Chloe

(Translated) Spicy chicken, super spicy chicken, work too slowly (Original) 辣鸡 超级辣鸡 办事效率太慢了

Mark Taylor

Very helpful staff

Swoly Trinity

Very bad management. Management has lack of empathy. On the 1th of September (every first is a moving day and is very busy) they scheduled 1 person and 1 trainee with on experience (less then a week) even tho I reserved the trailer the day before ( because staff told me if I hate waiting in line I should reserve it to skip the line) so I reserved it for 9 30... came to get my trailer ended up waiting 1h and 30mins was late to the job 1 hour. And ended up waiting in line anyway. Moral of the story save your self time and nerves. Don't come here.

Manas Gambhir

Great service

Wyatt Shaw

Really great and friendly staff every time I have been there. They have managed to save me money with some of their solutions and are very accommodating. Easy and no hassle storage place.

Julia Chernushevich

Great experience the day of, but the planning was a mess. I made a reservation online well in-advance, and less than a month before my moving date, U-Haul called to let me know that the van is only available for part of the time that I requested (we're talking - a very small part). By this point, everywhere else was booked out. Quite unprofessional.

Jeff Sun

Great customer service. Couldn't pick up at another location the night before. Was able to pick up at this location the next morning.

John La

Made a reservation and went in on time for the pickup. They insisted that I had cancelled the reservation (which I hadn't) and blamed me that someone claimed to be me called and cancelled. I was charged for a non-refundable $50 on top of my rental. (not to mention that the guy was super rude through the whole process)

Allen Michael

Needed a storage unit for one month when My daughter finished my degree and this was an excellent choice. The unit was clean and online reservation and check in made the whole process easy and quick. When checking out of the unit, the staff were very nice and helpful. For my daughter who was a student, she was looking for something easy and hassle-free and this place was a great choice!

Zo T

Very nice people, good experience overall

Alison Smith

Staff are very friendly and helpful. Have used their services repeatedly, and as a Realtor, have recommended them to many clients who have all had good experiences.

Olalekan Salami

It is hard to use this words but that is the truth, I had the worst experience with U-Haul at this location. It is a long story but the woman in charge of this location treated me very badly and unfairly...is it because I’m black? Or I’m not a Canadian? I can’t just comprehend why she did what she did, i still feel the pain and dis-believe... If there is a "Negative star" i will be the first to give her sure rate... but i told her "I leave you to God and to your conscience....

Nae Rolls

Yes, its a uhaul. Friedly staff.

Sylvia Tatarek

The staff was very helpful! Thank you!

PJ T

If I could give zero I would. The female with short brown hair was so rude it was ridiculous. The gas might of been a tick under what it should of been and she charged me $15 for no reason. This is no way to treat customers. Skip this location!!!!!!!

Jo Path

They deliberately overcharge you for fuel, like the other reviews state. Be sure to bring a camera to record your trip, otherwise just rent from home depot.

Arghavan Modiri

very unprofessional people! Do not rent from this branch!

jamie gauthier

One stop shop for all your moving needs

Jeff Ingram

Great staff. Truck ran great. Nice office and facility.

Cal Orok

One of the best storage places. They provided a new lock, took no deposit fee, pay is monthly. Easy access.

Marcelo Fernando Nascimento da Cunha

The service is quite good and prices are affordable. The addendante, nevertheless, was a bit rude and showed no care about my doubts.

James Brubacher

Disappointing service and didn't give good information....

Darryl Fitzgerald

Good quick service. Good price and location.

Sanathan Kassiedass

The staff was very helpful here - down to little things like telling me which side the gas cap was for the vehicle.

Michael Oliver

I have had things in storage here for a couple years, and have not had any problems. You get a card to turn security systems off for your unit when you visit, and it is open 24/7.

Jonathan Hayes

Very friendly service. I was on my way very quickly after arriving.

Eric S

Never rent a locker here. They block all entrances regularly with empty vans and employees that don't care enough to move them for customers who pay $240/month to access their lockers. Then their employees will harass you when you ask them to move. One of the worst customer service experiences I've ever had. Never again.

Hugh Crawford

Good service, but they forgot the furniture blankets I ordered. On the other hand, they through in an extra 12 bonus miles.

jinsol kim

My family got into an accident in the middle of a move some years ago, and ended up needing a storage space last-minute. The service we received here was wonderful. The staff was accommodating and understanding, and the lady who works here, in particular, seems to have a good heart. Extremely thankful for her help, even after all these years.

Canadian “Canadian Mama” Mama

I am a monthly customer at this location. The fresh baked cookies are a great touch and staff are knowledgeable. At times it can be more of a wait than I like due to short staffed. Also it often smells like smoke inside and I have a smoke sensitivity, but I tolerate it as the staff are kind and very helpful.

Azhdar Gasimzade

They charged $40 extra for fuel! Luckily I have detail video (time, place, fuel and mileage ) when I picked up the car and returned it! will post it everywhere

Patel Vandika

There is no option for less than one star. If it was there I will probably rate my experience with zero star. Very poor management. So I rented u-haul for very first time and I paid almost $400 to them. Very poor explanations from staff. If I knew it before booking an u-haul I won't book it. But I will be not going back with this company again. And also can't recommend to any other person in my life. Very rude staff specially person called MARK. Someone Please let him know about his position sometime he don't know how to take payment(as he said I am on training from one week) and in next minute he will become assistant manager. wht the hell. A very big NO NO to U-HAUL.

corey schmidt

Poor service ignorance

Mason Robert

Good staff and service, ended up with a truck with extra fuel which was a bonus. U-Haul needs to figure out their app however, it does not work for checking out a vehicle. Fortunately the staff know this and are quick to apologize and work around it.

Megha Bhardwaj

Positive customer service. Honest and friendly service it's great. Very accommodating services and staff who are joyful.

Thomas Yi

Helpful staff

S Ch

The staff at this location were very friendly. Really made the whole experience of moving my belongings painless.

Andrew Phoenix

The online pickup was especially easy, the truck was very good, and they came in under the estimate.

Melissa Kristensen-Smith

Always get great customer service at this location.

Bette j Harley

Rented a utility trailer for a week long camping trip. Fits a lot of gear easily. Tows easily with a smaller size car. Staff at this location were courteous and helpful.

Anthony Kissoon

Great staff. Very thorough and flexible if you're on in a bit of a pinch. The manager bakes the most awesome cookies in the Universe.

Annu Dawar

Sherry and the local U-Haul team are very nice and a pleasure to deal with. When I price shopped around town, I found the U-Haul rates very reasonable- maybe even the best bang for the buck. I would have given this location 5/5 stars, but I will say that the setup corporate U-Haul has with their franchises is very awkward and even detracts from the customer experience. Some examples: 1. It's very hard to get in touch with this location directly by telephone. When you call the location, in my experience, most times the call is routed to a corporate call center in the USA and they can't put you in touch with the franchise. 2. The emails and reminders come from the corporate U-Haul and not the local franchise so reminders around payment, late fees, notices, whatever are always out of sync from the franchise. I can't say that I had the same experience that the other reviewer had and I also have not used the 24-hour access system. I will say that I have had 2 lockers at this location for over 12 months. Annu

Jonathan Johnston

Quick and professional.

小小小花花_Toronto Realtor

I booked it months ago and they told me there is no van two days before the moving date. It’s awful. And there is one time they charged 100 extra on my bills so be aware!

Ryan Kenneth

Garbage place to deal with. Makes false promises

sab kulafofski

Clean facility

Nick

Quick and friendly service at this location.

Carlo Fusco

Great staff and it is cheaper to rent a trailer when you need it than it is to buy one.

K Chow

Friendly staff and newer pick up trucks to use. Only I had was their website, but that is a head office not the locations fault

Lucas Kaehler

Truck was good, service good. Nothing to complain about.

Cato Pedersen

Have had good experiences with U-Haul in the past, but experience today was horrendous. Reservation was pushed back 3 hours without notice, when we attempted to pickup truck they couldn't process payment, and cancelled our reservation. They didn't help finding another truck or anything, literally told us to "go somewhere else."

Jonathan Hendel

Crazy friendly service. Great prices for moving supplies.

Hotshot Athletic (Julian Shamuon)

Above and beyond expectation .

Katrina Urquhart

Excellent service. Never an issue.

Matt Clarke

Good people

张吉姆

The customer service in this location is so poor. They changed my reservation information without noticing me in advance. They refuse to refund me the insurance fee even I showed the proof I did not choose it on my online order. Their communication skill (include the supervisor) is really low. I really recommend choosing another place to rent uhaul than here. The online customer service is much better than them. A really disappointing rental experience.

Steve M

I rented 3 trucks in the June for 1 way trips to Ottawa and each time the truck was ready and in great condition. All the staff at this Colby location treated me wonderfully. I needed a storage locker for some overflow and you get 1 free of charge for 1 month. It's true. Didn't pay a cent for that (they provided a lock too). Definitely 5 star treatment from all the Colby staff. This does end well.... There was a billing screw-up (nothing to do with Colby). The 2nd time I rented a truck i called Uhaul when in Ottawa to drop off the the truck and was given a location. I googled the location and from the picture i could see that this franchise was like a normal house on a corner with very little parking. I called this suggested drop-off and was told 'Please don't bring your large truck here' and was given another drop-off address. i googled that and it looked like it had enough parking. Long story short, I got billed for a 'wrong drop-off' location fee. A call to the billing dept took care of this after i explained the situation. they were fully cooperative and immediately received a credit. Definitely will rent trucks from uhaul going forward. Thxs Colby staff :) Steve

Tabitha Smith

Worst customer service experience I have ever had, I went and bought moving boxes for my upcoming move, was told by 3 different employees that as long as the tags were not broken on the boxes they would take them back no problem. Go to return left over boxes today and was told they can't take them back without a receipt now, and there is ABSOLUTELY nothing that can be done about that. Enjoy the 70$ you received for free from me. As I left your boxes there. I will NEVER use this company ever again.

Kamalendra Vattikuti

After hours drop be careful, take pictures inside u r truck, they will say it was not clean and they charge you for nothing.

S D

Have used this location for years and I'm very happy with the managing crew.

Ted Panes

Our experience was outstanding. We were stuck, last minute, and Ethan was great. He even recommend a repair shop for our broken down truck.

Jeremy

Fast and professional.

Amy Clayton

I called to book a uhaul and because it was the end of the month i was told need to have $500 deposit. Never have i heard this before nor have had to pay a deposit like that to rent one for 4 hours. Extremely rude on the phone asked to speak to a manager and was told he was the manager. Because of the amount of deposit I was told i needed I was not able to get a U-Haul and wasn't able to move the things I needed to. I asked if I come in is it posted that this is what is needed to rent a Uhaul $500 deposit and he said no.

mark pope

It's was early , the truck was 25 miles away , they didn't have the dollys I needed , but by the time I arrived to begin the move , everything was there , how a company deals with situations is far more important than how they react to a smooth every day rental , well done .

John Daux

This location was fast, friendly and was able to accommodate me on short notice. Will recommend to friends looking to move.

Nova Alam

Renting a U-haul truck helps a great deal for moving furniture by yourself

Stephen Hutchison

Just glad I have them! Reliable, organized when your not, and easily finds a way to get you moving at the most affordable price! Great staff always smiling and happy to help when you need it most! James is a great asset to the team.

Elizabeth Peart

Easy

Tom Levesque

The location doesn't look like much, but it got the job done & the guy there was very friendly. As others mentioned, I did get charged for fuel at the end... probably could have saved this by filling it up myself, like any other rental.

Neven Loncar

Amazing service super friendly and very helpful staff!

Dan Deller

Forgetful and unorganized. I ordered a uhaul over a month prior and still had to go get the equipment out of town!!! I even stopped into the store three weeks prior and two days prior. Would never use this location again.

Kendall Patterson

Great place to get a moving truck. Quick and easy pick up and drop off. Price was pretty good as well. Truck handled very well.

Jason Kurian

Changed our booking that we placed ~2months in advance with no notice and no help.

Dave Ball

Larger Uhaul outlet. Service was good

Sarah

They scam you on gas and mileage. This location should be fined or shut down. Take before/after pictures of your gas tank and video record your trip. Then report them to the authorities.

Nicholas Helsby

Good and I've been a long time renter with them

Pankaj Singh

Cordial Staff, nice service

randall paul

Freindly staff and knowledge able

Roman Ostapiak

Amazing people and service. I get a vehicle here every month. It's always clean and warmed up for me when I pick it up (use the online booking so they know you're coming). Sherry bakes the most phenominal cookies fresh every morning. The entire staff is customer focused and go out of their way to satisfy.

Peco’s

The service is horrendous. The women working there was so rude. Overcharged us for gas even though we returned it with the same amount. Do not rent from this place!!!! Scammmmmmmers!!!!!!

Hugh Jass

Storage was clean, secure and easy to access. Not much more needed.

Samara

They scam you, just like all the other reviews say. I wish I rented a truck from Home Depot it's hassle free.

Joanna

They overcharged me $20. I drove only 32km, and they claimed I drove 52km. They overcalculate mileage so they can overcharge you. The drive was only 30 min round trip within Waterloo yet they pulled a fast one on me. Not worth the hassle. Go to Home Depot instead, or the U-Haul in Kitchener Charles St.

Norman Wise

Helpful and pricing was decent for my trailer rental. Just a little slow - could have used an additional staff member that Saturday.

310240 commgl.ca

The customer service man was friendly and professional. If you're in Waterloo, this location I do recommend .

Scott Hayden

Never had a problem staff seems pretty cool ✌????

tako lako

Trucks are taking gas like horse water . 100 km 40 liters of gas empty one way back with riding lawnmower 200 km 80 liters of gasoline, ridiculous.

Charbel Esksndar

This is the location I go Everytime I am in need to rent a truck , good service and lots trucks. The office clean and they follow COVED 19 protocols 100 ????

Carleigh Cartmell

Really love the woman at the front desk. She was really helpful and friendly and made moving much better!

Imi Far

I am really unsatisfied with their service.

Wendy Phillips

Just spoke with Ethan, great service, very helpful and polite thanks Ethan!!

Aggie Mod

My husband and I had a reservation for Saturday at 10 am. He called on Friday at 10:15 am to cancel it as our plan changed. But, he was told that there is a $50 cancellation fee and we must have called by 10 am on Friday. Nothing was mentioned about cancellation fee on the email when we received it. This is the exact writing in the email. "If, for any reason, you need to make changes or cancel this reservation, please visit your account at uhaul . com by Friday, May 18, 2018 ." They refused to waive the cancellation fee. If there is a cancellation fee/charge it has to be clearly mentioned in the email. So disappointed.

Fred McLeod

I showed up at the storage unit with a tractor trailer load of contents, and my reservation confirmation in hand. I told the lady at the desk what I'd reserved, and she stared blankly at me and said they don't have any such reservation. I brought it up on my phone and turned it toward her. She picked up her much larger phone and said, word for word, "Do you think I can see that? Look at the size of MY phone." After a half hour on the phone with the call center, who had no record of my reservation at all, even when I gave them the reservation number they had sent to me in my confirmation email, I eventually gave up and had to go hunting around on short notice for an alternative.

Ed Dasilva

NEVER AGAIN! Went to this place expecting honesty on a simple van rental for few hours, here what happen. A young lady, not too friendly, sitting there like a stone treated me like I new everything about U-Haul. Lacking complete understanding about the possibility that someone could go in the store not knowing how U-Haul operates, I went through the process , left with the van for few hours, to comeback 2 minus after 8:00pm to learn that the only way to return the van was for me to go online on my phone, create an U-Haul account, watch a video, answer bunch of questions, take picture of the seats, pictures of back empty cargo, pictures of place parked, pictures of gasometer, pictures of kilometres, and load all of them on their website so they would be satisfied and then drop key in the slot. Guess what, my phone died, I DID NOT KNOW the system was functioning like that, the not friendly young lady did never tell me about it, plus she had wrongly scheduled me to returned the van next day, I was hipped off, overcharged and been an weekend with very busy schedule had no time to drive back there, I will pursue further action on this latter on. JUST DON'T GO THERE!

Robert Elder

DO NOT STORE YOUR THINGS HERE!!! The short version: I got a storage unit, and paid extra money to put 24 hours access on it. The 24 hours access did not work, which caused extreme inconvenience, and they wouldn't even refund my $10 for the service that I did not receive! The long version: I'm a student, and for my co-op I had to store my things since I was going to a different country. My friend also needed to temporarily store some things so there would be room for him to get a ride to Toronto. I knew this case the case ahead of time to I bought the extra 24 hours access. On the night that my friend needed to access the unit, the gate would not open. This was late at night, and I was sleeping because I had an early flight the next day. My friend had to call me several times, to make sure we had all the information right. I had the receipt along with the password and instructions right in front of me. We also called the Uhaul people and they could not figure out how to get it to work after resetting the password for us several times. In the end my friend had to wait an extra 3 hours while an extra trip was made to Toronto at the expense of the person who helped move things around. Clearly, I was not happy so I called the storage place. I told them what happened and said I was entitled to a refund of my $10. They said someone would call me back from customer services. A few minutes later I got a call from what I think was the exact same person (the caller id number was the same). It was absolutely impossible to have a conversation with this person. Every time I would try to speak, they would talk loudly at the same time as me. If I stopped for a few seconds, they would stop too, and only start again when I tried to say something. The person stated that this problem was not their fault because the power had gone out. I said that may be true but I'm still entitled to a refund. Later they said that they actually didn't know why we didn't have access, and I said 'didn't you say it was a power outage?' Then she changed her story to say that there was a snowstorm that day, which caused the gate to not work. There was no snowstorm this day, and I told her that. She changed her story again. The woman sounded completely hysterical for the entire conversation. I never got my $10 back.

Mathew O'Connor

Had the pleasure of being helped by Ethan today. He provided fast, & knowledgeable service that made picking up a trailer as easy as I could ask for. Thanks Ethan!

Greg Reilly

I found it hard to talk to someone on the phone, otherwise good service.

LB

Terrible place. I booked truck online like I was directed. Came in the morning to pickup truck. Got truck online but they told me I can't have it because they are renting that truck to someone else. Just because they are getting more money from other person I was declined that truck. Then they didn't have truck same size, they didn't have equipment that I booked and need. Extremely disappointed with service. I wouldn't recommend this place.

Bill Williamson

Had a reservation at another location that flaked on me they were able to save my move when I call to see if they had anything available, on short notice they were able to get me a truck size I needed as well as storage. Will always recommend this place to friends and family for any moving needs.- Wild BIll

shawn imeson

Bunch of idiots. Lack of employee training from management resulted in me paying more then I should have and after I complained to uhaul head office. The power tripping location manager had me evicted for no reason. At the end of the day it did work out because I found a much better place to store my stuff and a lot cleaner. I do fell sorry for her(manager) she lives above the uhaul store. Ah no I don't she's a loser.

Tyler Beatty

Everyone we dealt with was helpful. Storage unit was clean, easy to access and easy to check out. Same with the truck rentals. The online check out has made life very easy The boxes they sell - WORTH EVER SINGLE PENNY!! - durable, easy to use, easy to move, and fully returnable. Thank you Ethan for your help! You made our transaction smooth and easy. Thank you

Nasser Mooman

Best services ever. Thank you and keep up the good work.