U-Haul Moving & Storage of Surrey

Called and asked if a trailer was available. Was told there is one here and that I don't need a reservation and to just come get it. Once I got to this location I was told the closest trailer like the one I was coming to get is in portmoody. This is the third time I have had issues here and will not be back.

Not enough employees for how much traffic they get. We had to wait over 30 minutes to return 2 boxes for 2.50ea, when I commented on the wait Sheila told me lines are normal here and if I don't like it don't come.Sheila also refused the reservation gauruntee when they changed our timeslot for pickup without notice, so we had to go online to dispute and got our money back.Rental keys not in online pickup boxes.

Awful costumer service and wrongful late charges !!! The girl working here was so rude! No patience or professionalism. I was in the process of booking a truck and paying, and she was rude to me from the start. Spoke over me and raised her voice at me and had no patience or consideration. She was rushing me through everything and telling me to press buttons on their machine to confirm the rental without letting me read through the agreement. I was reaching for my ID and credit card and she raised her voice at me to click the confirmation button and I told her one moment I need my card, and she told me again to just press the confirmation. This girl needs to slow down when she speaks and learn to have patience and customer service. Very rude.When I returned my truck, the return website would not let me submit my return because it would not take the location settings of where I return the truck and uhaul charge me a late fee! I had to request a call back 5 times and got denied because they could not call me back and keep calling them back and being put on hold!! This is very disappointing. One man there was very nice but uhaul king George needs to get rid of that rude girl OR give her more training! They also need to fix their website. Have calls being returned when requested . I was given a late fee and needed to contact them to dispute it. Took too long.

Customer service is not good . If you keep key here then they have not tagged your unit number and waste your 30 min here . Very poor service here and if you talk with manager on phone about this . Then he not give the answer and refuse to anything speak about this . If you use this location be aware for everything and ready to every unthinking matters . Not cooperative location and every time this things when you are visit here . Hope need to be improve but rating star is 2.6 and o give 1 star to location .

Got a Hitch for a bike rack installed at this location. Booking online was easy and in the store, the hitch mechanic was nice and told me it would take about 1-2 hrs to install. I read on my receipt that it would take maybe 30 mins to install. I also tried calling in earlier to see if it would be done and the line either goes dead, they mute themselves and don’t even let you know why, or they put you on hold and send you to the U-Haul customer service line. Overall, the experience was okay and pricing was decent as well when comparing to other companies. Hitch is working well so far let’s hope it stays that way.

I made a reservation on April 10, 2023 for a move to the Sunshine Coast (from Coquitlam). I received an email from U-Haul on May 25, 2023 advising that I could not have a truck for 24 hours, only 8. That would be impossible to complete this move. After an hour on the phone my only option to have a truck overnight was to take a smaller truck and pick it up/drop it off in Surrey. This was extremely inconvenient and made the move cost much more and take longer. NOTHING was offered by way of compensation for all of the issues. It was extremely disappointing and frustrating.

God awful moving company. They are completely unreliable, unprofessional and unorganized. Their trucks are NEVER READY when you go to pick them up as if moving wasn't stressful enough already. I would never recommend this company to anyone unless I hated them and wanted them to suffer.

THE STUFF OF NIGHTMARES!!!We received confirmation yesterday for our reservation of a 26' moving van for our move to Prince George tomorrow. When we arrived to pick up the truck this morning, they told us they canceled our reservation last night and left a voicemail informing us. The thing is, we never received a phone call or a voicemail. So far, no suitable solution has been provided. I was told a manager would call me between 12-12:30 to work on a solution, but so far no call.I should have taken our friends' warning after a similar situation happened to them last year and they had to drive 12 hours to get the van they reserved.UHaul - why can't honour your confirmed reservations? I can never use your services again if I can't trust that you will provide the equipment you have confirmed.Edited to add: after phoning back myself (I never did receive that promised call) a manager found us a 23% smaller van that was an hour away, and a trailer we could pick up 3 days later to try to make up the difference in space. Of course, when my husband went to pick up the van that afternoon, the site had no record of the manager's offer and so they wasted another hour sorting that out. When my father-in-law went to pick up the trailer as agreed on, it turned out to be not road worthy. They tried to charge us an extra $100 to take a smaller trailer since they could not give him the promised one! By the time I spent another 45 minutes on the phone with UHaul, my father-in-law had fixed up the trailer that was scheduled for us, only to be told they had cancelled that reservation and we could no longer have it. By the end of another very long and frustrating conversation, they told me they would make it work as per the original agreement, and then went and charged my father-in-law more than we had agreed-upon. Needless to say, I do not recommend.

TLDR: Terrible customer service. Longer version below.I was moving some things out of a town house and spotted a forearm forklift which suggested it'd help avoid wall scuffs. I asked the staff if they thought it'd be good for moving heavy items in a house and they said they'd used it with no issues.Turns out the item is pretty handy on flat level ground, but absolutely useless on an actual stairway. I damned near killed myself when we started moving down the stairs when what I was carrying came loose.I go back to the Uhaul with the packaging, the item, and the receipt and ask for a refund.- The clerk I was talking to just didn't know how to process a refund, so he asks the person whom I assume is the veteran on hand.- She tells him to check with the manager.- He sulks and refuses to do so, asking her to check on his behalf.- She messages the manager, while he sits there sulking while there are people waiting in line.- When new customers come in, he asks if she'll take care of them. She says she won't because she's trying to get ahold of the manager. He resumes his sulking and staring at his own phone.- I volunteer to let the people behind me go ahead since nothing's happening.- Clerk eventually calls me back over and says that because the package was open, he's not going to refund me.So basically:- Bought a product which almost killed me (willing to take that one on the chin, that's the product's fault, not U-Hauls, but they did tell me it was good).- Attended by a clerk who just stared at his phone and sulked.- Customers behind me were just expected to wait while they tried to confirm if they did refunds.- Eventually told no despite having everything needed for a refund (and less than 24 hours since I'd purchased it).So yeah; steer clear!

I am unable to give below 1 star rating, but I want to.Worst U-haul experience ever.Worst customer service ever.Even the manager does not know how to handle problems. Whoever promoted him or hired him should think again.It's hard to say with the worst staff and manager how this location is still business.