U-Haul Moving & Storage of Surrey

Maybe I got lucky(seeing past reviews) but everything went really well with my experience here. I rented a 10 ft truck. Everything was tidy and ready for me once I arrived. I think doing your own due diligence and thoroughly inspecting the vehicle prior to leaving the lot goes a very long way. This includes understanding their policies. I would rent from here again.

Picking up reserved trailer was ok. Needs more staff in office. Line up longer than needed. Much improved at check in. Trailer in ok condition.

Staff Sukhleen K working the Sunday shift Dec 19 had us waiting in line for a well over 10 minutes. We waited on one side for a staff to show up since Sukhleen was on the phone from the 2nd counter beside the one we waited on. Once she got off the phone she didnt greet us nor acknowledge us knowing there was no staff working the front counters but herself. We waited a few minutes and another call came in which she answered, then I asked is the other girl still here? Which she replied no I said ok expecting her to tell us to come to her side then, BUT instead she answers yet nother call and after 10 minutes of waiting around my father said we're here to return the truck. So then she tells us to come to her counter which now im upset because she could've said that the first time she got off the phone. Very imcompetent and rude and absolutely no customer service whatsoever.

Worst customer service ever. Everytime you call it auto hangs up or puts you on hold with no notice. Ruined my moving experience when screwing me over after booking a truck 2 months ago and the day before my move they downgrade me from a big truck to a little truck and change the pickup time with a text the night before. After waiting on hold for an hour... They answer and did get me the small truck at the time I needed but it still cost me a fortune in gas and KLM to do multiple trips with the small truck.

U-Haul in general, especially on-line. Not particularly this location. They should get 0 stars, not even 1. My son had to move out of a condo on Apr 1st. He had to move from the 14th floor and only had the use of the elevator for 3 hours, from 9 -12. He reserved a 26 foot U-Haul truck more than a month before the move. He checked with U-Haul the day prior to the move to ensure all is ok. On moving day he was scheduled to pick the truck up at 7 am. We went there and there was no truck at the pick-up location. He called U-Haul and spoke to a guy who could not help. Without saying anything, this guy transferred my son to somebody else. The line went dead and 15 minutes later a women spoke. She also could not say where the truck was and transferred him again without notice. Again a dead line for 20 minutes this time. A guy picked up. He does not know where the truck is. He cannot see it on GPS. He does not have another truck. But my son had 3 hours to get out of the condo before the new owner gets possession. The U-Haul guy said, sorry can’t help, went on with his day and my son was stuck with nowhere to go. U-Haul did not care one little bit that they dropped him in an impossible situation. They just moved on to the next fool they could swindle. So, after about an hour on the phone, we had to give up. They did not have the reserved truck, they did not know where it was, and they would not/could not give us one By the way. They have done the same on 2 previous occasions to both my other son and myself when we had to move. In both times the trucks were not where they were supposed to be and could not be found, leaving us to try and find another rental company at the last minute. LEARN FROM THIS. NEVER RELY ON U-HAUL TO HAVE A TRUCK FOR WHEN YOU RESERVED IT. IT'S A GAMBLE WITH ALL OF THE ODDS AGAINST YOU.

Worst company for your moving needs. They will screw up at the last minute. We book a 15 foot truck a month ago and 24 hours before the move these people call and say that they don't have a truck and ask us to postpone our move 2 days or get a truck from WA. We do not have a visa to go to united states. Now how can we postpone so many things? postpone our rental evacuation with land lord and strata, booking in a motel, booking at airbnb, signing of house purchase papers. These people are just totally incompetent. If you have time limitations just don't use them.

I felt I should give a review since there’s so many negatives. I had no issues with this location other than they only seem to do the online check in now for renting a truck. Reserved the truck, followed the check in prompts, took plenty of my own photos to document the truck (as you always should with a rental) and was on my way. When I returned it they did a quick check of the truck and emailed me my receipt all at the cost I expected. One thing I would recommend is maybe returning the truck within office hours to get an immediate check of the vehicle. I feel like that may be the cause of issues on other returns.

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.