U-Haul Moving & Storage of Kingston

Had a great experience today. Same day booking due to car troubles and needing to my broken vehicle home to NY. Cam went above and beyond and contacted all UHaul facilities in a 100 km radius until he was able to locate an auto transport and made arrangement for us to pick up from a satellite office. Was a bit of a drive, but totally worth it to get our vehicle home and safe. The gentleman helping with the auto transporter (didn't get his name) was great too. He very efficiently solved a couple of problems before we headed out on our drive to NY.Overall this team was extremely helpful and I will definitely us U-Haul again for any moving needs.

On Wednesday, March 22nd, I reserved a truck and car carrier a whole week in advance for next Wednesday, only to get a call yesterday from a U-Haul representative saying they don't have a car carrier available. He mentioned one in Seeleys Bay, which is already a 35 minutes drive away from Kingston. I agreed to go pick it up, only to get another call an hour later saying they messed up and it's not actually available. When I asked if they had any other options, the only thing they suggested was to rent the truck and bring it back, which would cost me over $400! That's a hundred bucks more than the original price, not to mention I would have to waste an extra 5 hours driving back and forth from Ajax. This is a big move and a significant decision in my life, and I thought that by choosing a reputable brand like U-Haul, I wouldn't have anything to worry about. Clearly, I was wrong.

Cole was Amazing in resolving our issue. The previous customers km were entered in the system incorrectly so the pick up km were much higher than the actual one. Cole was very patient and made sure to look at the record of the truck to ensure the amount charged to me made sense. Thank you Cole for your professionalism and you great customer service!

Worst customer service experience ever. The Kingston store staff is extremely rude and highly unprofessional/disrespectful. They changed my appointment without my consent (from weekend to weekday) Called me twice around 7:27 am (Feb17, 2023) and woke me up from sleep and left me a voicemail that my appointment is today (Friday) but I actually booked it for Saturday (have all the proofs). I called back the Kingston store to see why they were calling and to ask why my appointment got changed without my consent and what is going on. My call got routed to the corporate office which helped changing the appointment time back to it’s original time and when I asked for an explanation about who changed the appointment time , they told me I have to speak to the store and they have sent them a message. In the middle of this call, the store called me again. The didn’t let me speak and when I asked them to let me speak the guy started talking rudely. I only wanted an answer to why my appointment got changed and why I am getting calls around 7:00 am. The rude guy said no one changed your appointment and I said no I was changed and your corporate office changed it back to the original time at my request. The rude store staff deliberately hung up on me. What a pathetic customer service!! Uhaul owe me some answers and an explanation!!

Be careful. I never request or agreed to the safemove coverage $15. Luckily I double-checked the receipt and finally got my $15 back.However, they refused to refund hst tax of $1.95 charged by $15. They thought that I should appreciate their favour of returning my money instead of pushing my luck.It’s not a normal business operation. It’s basically daytime robbery.

If I could rate this location a zero I would, the van when I picked it up was nasty, everything else went good with the rental up until it was time to return, the lady that I spoke to understood that I was unable to drop it off at the exact agreed time and stated that if I was able to return it before 1 pm the following day, to avoid a extra days charge. When the change came though it was high,I called the location, to find out why the extra charges, the guys I spoke to on the phone was not very helpful, and rude. I asked to speak to a manager and he said he would give me a call right back as he was just on the other line. After waiting about an hour with no call back, I decided I was going to call back. When the same guy picked up the phone, he said the manger just ran out and would give me a call back, when he’s returns. It’s now closing, no phone calls back and I’m 162.53 in the hole. This is not right, if the employee would have told me that I would have been charged more I would have insured that the van was returned. This is extremely frustrating and major inconvenience. Save your self the hassle and go to a different location.Update: The manger contacted me back and was rude and liked to speck over me. I tried multiple times to try and get him to pull the recording of the conversation I had with the lady on the phone and he just continued to talk over me. I have now contacted corporate and they advised me to contact the regional office. I will be hearing back within the next 3 days. I have also made a complaint as to how this manger deals with people, from reading these reviews I see I’m not the only one who has had the pleasure of speaking to him.

I wish there was a way to rate 0 stars. The only word i can use to describe this business would be Predatory". My family and I recently moved from Toronto to Kingston

Used the online tool to book a utility trailer for a quick one day pick up and delivery items that were being repaired for a not for profit. Price was reasonable, trailers are built like tanks. Pick up was quick and painless and the staff was super helpful in getting me hooked up and on the way. Returning the next day staff again was pleasant and super helpful, again helped disconnect and get me back to work. Will recommend thier trailers for sure.

Wanted to share this to prepare people for their experience with U-Haul. At first we thought we were going to have a very good experience. We booked a truck close to our departure location and everything went very smoothly. At that point would have given 5 stars, then we got a call from a representative saying we somehow had a duplicate booking and they were going to delete one of them. They neglected to say the duplicate booking had a different departure location and now we would have to drive close to an hour out of our way to pick up the truck. We called and the agent we spoke with could not physically care less and tried to assist us by offering an even further away location. We had no choice at this late hour (one day before the move) so we had to take it. The agent didn't care about our extra fuel costs and waste of our time but eventually took 50 klms off our distance charge! So we arrive at the Napanee location, which was very good and the owner did everything in his power to help us as the truck we had hired was un-road-worthy. The agent on the phone was so apathetic it was frustrating and then dropped the bomb that we could drive back to where we came from as they now had the truck we had requested in the first place! But again the manager in Napanee did everything he could so rather than take a chance on another location we chose to take a smaller truck. And that truck was classed as road -worthy but shook like crazy and was incredibly noisy. Also they wanted to charge the same amount for the smaller truck! But we got a truck and survived the move only losing many hours and costing much more.

The staff are friendly and polite but the admin at this location sucks as they could not coordinate our move the day we had already been scheduled to have our u-haul boxes arrive to our new place. We had to come back at later day to complete our move.