I requested a dolly, but when I picked up the truck, there was no dolly, and I was told by the owners that that location never has dollies. I was still charged for the dolly, despite the fact that I indicated to U-Haul that it was not included with my rental. The rental of a dolly was not a huge cost, but I was pretty disappointed that U-Haul made no effort to refund me or, even better, prevent me from paying for the rental of the dolly in the first place (since there was none to be had). It would also have been nice to know there was no dolly available so I could have gone to another location!Jane B.
Customer Reviews for Silk Road Food Services Inc
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
Les commentaires de nos clients sont extrêmement importants pour nous. Nous en tenons compte pour guider nos efforts et améliorer notre service. Tout ce qui suit vient directement de la part de nos clients, sans filtre ni modification.
Truck was a bit dirty, but not terrible. Staff was limited in their ability to provide answers to questions, but friendly and tried to help. When I went to pick up the dolly at 3200 Kempt Road, there was no dolly and no place to ask where to find it, so I wasn't able to get the dolly I paid to rent.Emily F.
Good truck. Clean and new.Jefferson M.
Send the key number of the truck via text or email, so when I get here to rent the truck they know which key to give meviolet B.
The cost was well beyond what I thought. All the additional fees brought it past what I calculated based on rental and km's.Roberta H.
I find the U Haul website clumsy and difficult to navigate, with slow upload and refresh times. It would be helpful for customers to know that if they are picking up a truck at 9 for example, they should start the log-in process at 8:30, as it takes a while and can lead to being late.Peter J.
Both times I rented from this location using 24/7 Share, the login and pick-up online processes were glitchy and both the 3rd party dealer and myself had to phone in to over-ride and complete the pick-up. Then, with the last drop-off, the 3rd Party Dealer does NOT have a key drop-off, and I was not told where to leave the key at my scheduled 9pm drop-off. I called the U-Haul 1-800 support, but they did not know either, and were very indifferent and not supportive or reassuring. I was told I would have to go back the next morning when the 3rd Party Dealer opened, to return the key. This was an added stress as I had a full morning of meetings, plus rented the van as I am in the process of moving and do not have a vehicle! When I returned the key that next morning, the 3rd Party Dealer said they have an arrangement with the adjacent variety store for after-hours key drop-off with their clerks; however, I DID ask the clerk there, and was told they do NOT collect the keys! These situations need to be recitified to be more consistent and reliable as a U-Haul experience of the processes. Normally, I REALLY like the smartphone pick-up and drop-off processes when they work as designed.Saihra K.
The van did have minor interior dirt and scuff issues at pick-up but the digital photo options with registering pick up and drop off is helpful to track this. In a previous Customer Service survey connected to this rental, the survey seemed to "berate" me for not using uhaul.com prior to calling for help, which is asinine, because the REASON I had to phone for help is that my login was not working, not for me, not for 2 phone reps, despite us all doing repeated verified resets, and ultimately requiring the 2nd phone rep to do an over-ride! Also, in the survey, and drop off reporting, it asked if the rental was clean for next users, without acknowledging my pick-up digital reporting and photo submissions of dirt, pet hair, debris, a tear, and scuffs inside and out. It made it confusing as to how to answer the questions about the rentals cleanliness after use, when it started off with such.Saihra K.
I paid $ 7 for a dolly to help with the move however when I picked the Van up there was no dolly provided?Reggie D.
Le client n'a pas laissé de commentaire.VAIBHAV S.
Le client n'a pas laissé de commentaire.Catherine S.
The location was just difficult to understand. At the point where it told me to go collect the keys, it wasn't made clear where the keys were located, I ended up going into the convenience store to try to track them down.Kate S.
I had ordered dollys and when arriving to the location was informed there was no dollys! At the very least, this would have been helpful to know prior to the day of to make other arrangements.Jesse C.
The fuel on the initial contract did not match the fuel in the truck. I returned the truck to the same level I had received it but was charged because the contract was incorrect. The location did not check the truck before I used it to make sure that the levels were accurate.Ivan H.
Have the trucks be there when you are supposed to pick them up.Clayton S.
The pickup location was great. The customer service on the phone was horrible. They didn't take my credit card info they booked me for 2 days when I specifically stated one day only. I called back to confirm my reservation days later and the customer service was still horrible. The pick-up location and service was amazingkim L.
Make charges clearer - and give a more thorough tutorial on how to use U-Haul, expectations, etc (not just â€œclick on these forms and we basically just electronically sign them on your behalfâ€). Expected to spend 60$, spent over 130$. When I messaged into the chat function, I would connect with a chat agent and as soon as they had their â€œtime to review the information I had givenâ€, the chat would â€œmagicallyâ€ end a few minutes later. So then I called customer service TWICE, the agents made no sense and spoke to me like I was a child. The first agent told me something completely different from the second - no co-ordination AT ALL. I ended the phone calls feeling more frustrated and disregarded than when I called in. On top of that, the agent at the location accused us of being over an hour late when we had actually arrived on time. They were incredibly rude and condescending, even went as far as saying â€œmake sure not to crash the truckâ€, and proceeded to look me and my partner up and down (we are young). The reason we were even picking up the keys 35-40 minutes later than intended was because it took a RIDICULOUS amount of time checking in on the app. They required third party authentication, so they had to call my partner's parents (even after providing drivers license information/photos AND a mugshot). And then they required ANOTHER photo of the drivers license on top of that. The whole mobile check-in process should not have lasted nearly 40 minutes - I thought U-Haul boasts that it is much faster to check in on the mobile app?? Probably would have avoided the condescending attitude of the representative and gotten out of the parking lot faster if we just checked in in-person at that point. Additionally, when I forgot my purse in the truck, U-Haul did not even bother to contact me. The purse must have at least shown in the photos we provided after dropping the vehicle off, but still no word from them. About two hours later, after trying to call customer service multiple times with exorbitant wait times, I went in to the store to speak to the representative. However, he was not there and would not pick up the phone (this was around 6:40, perhaps they were â€œclosedâ€ but the hours were not posted anywhere to begin with, so how we were supposed to know?) Restaurant staff were very nice, tried to call the u-haul representative three times with no answer. Even under stress they helped me feel comfortable and taken care of - would highly recommend Cousin's Restaurant simply for their exceptional customer service. Also, shout out to the next renter who found and dropped off my purse directly to me that evening because I doubt I would have gotten it back otherwise. Overall we had a HORRIBLE experience. Would never recommend U-Haul, get literally ANY local company and you will save time, money, and your sanity while also supporting a local business.Karson W.
Make it easier or more clear where to drop off the key when done, especially if the key needs to be dropped off after the restaurant closes.Michaela M.
Le client n'a pas laissé de commentaire.Dylan S.
The online registration is a pain in the ass. I was at the location and realized I needed my passport. No one Carrie's their passport around on them.Sydney S.
Excellent serviceJose Bernardo F.
Vehicle booked online was double booked so not available when showed up at location. Was given a bigger vehicle. Person at neighbourhood dealer seemed unfamiliar with the booking software/computer.Donald M.
Le client n'a pas laissé de commentaire.Sara H.
The person that does the rentals was not there. The waitress did her best, but it took nearly 45 minutes to get the truck and we weren't given the extra time on the other end of the rental. My credit card was charged, but it took a week t get the receipt. I had to call twice. Very frustrating. I didn't heed the negative reviews. Don't make the same mistake!Robert N.
Le client n'a pas laissé de commentaire.chetan P.
The website instructions for the location services issue were not as expansive as they could be. I waited 30 minutes online for a simple fix The keys were located in a busy restaurant and I waited too long for the keys from staff who insisted both at pickup and drop off that I provide photos and odometer readings that I had already completed online. This added far more time and frustration to the process. I would go to a location further away if it had a key box.Robert H.
When i picked up truck the u haul guy ask me that how many miles you will drive i said 5 miles and he put 10 he told me if you drive less then they will refund you and if you drive more they will charge you and after dropping my truck i drive only 5 miles they charge me 33$ more . When i call him he behaves rudely and when i dropped truck at that time i said please note truck kilometers now and don't charge me any extra he said ok , he didn't check the kilometres on truck and I don't know how they charge me 33$ extra . Please refund my money . MerciBrinderjeetSingh B.
They are so much nice and very kind. Also explained to specific. I will use this place again.AndrewWONWOO K.
This location is a restaurant, not even a convenience store. The normal guy who checks people in wasn't there and the poor server is try to do her best to finish everything while she had tables to serve. We managed to figure it out with the normal guy calling in to help walk her through things and help from the U-haul office as well. It took an hour though to figure everything out. The rental itself was fine and I had no issues. I had until 10:45pm to drop other truck back off and when I got there at 8:45pm, the restaurant was closed. I had not been given instructions on how to proceed if the restaurant was closed and there was also no key drop box (which is what I'm used to seeing). I walked around the entire building multiple times but was never told what to do. So I put the key in the truck and locked both doors because I was so fed up by the end of it and there was no way I was leaving the key inside the truck unlocked. This was hands down the worst experience I had with U-haul.Alix C.
Le client n'a pas laissé de commentaire.Andrew T.
The vehicle only had 1/4 of a tank of gas. When I went to refill it after use, it was hard to guess how much to buy. You ended up getting 0,25 of a tank of gas for which I was not credited for. Had the tank been full, as expected, this would have not happened as I would have just filled the tank. Also, there was no windshield scrapper in the truck. This was awkward as it was -12 yesterday.Gregory T.
I declined the insurance when booking online but when picking up the truck, the person said it was added and that he couldn't remove it even though I showed him my confirmation. I believe this is an illegal practice of up selling insurance as he said he couldn't do anything about it or I had to cancel my pick up.MITCHELL STEVEN D.
I ordered furniture dolly and carpet but didn't receive them todayZEZHAO W.
It snowed yesterday and the snow on the windshield and the road was not cleaned, I picked up the car and spent an extra 20 minutes there myself clearing the snow on the windshield and the road before moving the car out , which makes me very dissatisfied.Because there is only one elderly service at the pick-up point, and there is no uhual-related cardboard box, tape can be purchased, which is very inconvenient.shijie Z.
Difficult to find office inside a restaurant. The agent was very helpful though.Jason M.
No one at the location knew how what had to be done. We left the pickup location 30 minute after scheduled time due to pickup problems.Alexi K.
Had to pay deposit 164$ and change from my debit card.When returned had 69,07 refund,couldn't receive where paid instead had to call and now wait 4-6 weeks for refund! You took money off my card but couldn't put back or cash refund.Last time I rented a truck I paid cash and you took payment off credit card number provided and same thing took forever to get refund and made me look like the one who took money,was very difficult with mother in-law.Never again or will I suggest to anyone after last 2 rentals being messed up.My friend even bet me when I returned truck would be problems,he was right.....MICHAEL W.
Picked up truck check in easy go service at POS. Truck was DIRTY with debris and MT cans in cab. Gas tank was not full. Return was simple. Over all very disappointed in cleanliness especially in COVID-19 conditions. Fortunately I had disinfectant in my car to do COVID-19 prodigals. Frankly I was taken back as UHaul is my go to for rental trucks. This was my 1st pickup not at an UHaul center. GG Halifax I cancelled my reservation for Dec 1st.George B.
Disorganized pick upVICTORIA W.
Le client n'a pas laissé de commentaire.Maryn W.
This location used to be in the Needs convenience store. I can't believe I am saying this but I kind of miss my Needs U-Haul experience. It was painful, but at least the young cashiers were vaguely computer literate. The location has now moved next door to Cousin's restaurant where the owner and main chef is also trying to deal with U-Haul customers. It's bizarre. You go in and stand around in front of restaurant customers while the chef goes between the kitchen and the bar and the U-Haul computer. The waitstaff seem to find it just as weird as the customers. And then, the gentleman doesn't seem to know how to work the computer system. If anything goes wrong you're screwed. Top tip - avoid doing an online check in at this location, because it confuses things, but do the online return if you can. Another thing, I don't know how this location deals with pick ups and returns after hours. Probably a moot point, because I can't see this location operating much longer.William John Fre W.
Le client n'a pas laissé de commentaire.Saurabh Sunil Y.
I did not receive the dolly that i ordered. I contacted uhaul promptly to ensure that i would not be billed for the service i never received. I contacted u-haul again after i was billed for the service i never received. My bill has still not been corrected.ROBERT M.
I was charged for miles I did not drive, 22 miles!!! I just drove barely 1/2 of that. I rented a truck for 1 hr to pick up a table from Halifax to Dartmouth.Rodolfo Eduardo P.
Le client n'a pas laissé de commentaire.William W.
Owner was uninterested in helping, when I entered the location he directed me to call another number where I spoke with someone on the phone who did the check in process. After completing it I was handed the key and took the uhaul, the owner did not complete any checks. I got a text from the man on the phone who had done the remote check in and he indicated I had taken the wrong uhaul. I informed him there was only one set of keys on the hook and one uhaul in the parking lot and I took the keys handed to me by the shopkeeper. After returning the uhual the owner made me walk back and forth several times to take photos of mileage/gas meters I left. I received a charge several days later for almost $150 in gas with an electronic diagram showing I returned the uhaul less then 1/2 full. Very poor serviceJORDAN MACKENZIE U.
Le client n'a pas laissé de commentaire.MICHAEL C B.
I was refused service for 45 minutes due to the person not accepting my online "check in". I had to call customer service and have them tell the person at Cousin's restaurant to give me the keys. I will not be using U-Haul from this location again. I lost time for moving and was very upset with the service. I will not be recommending this location to anyone. I am a very unsatisfied customer.David L.
I was charged for the dolly that I ordered and it wasn't there. The attendant said that I would be reimbursed and that the dollys were 'subject to availability'. It would have been helpful to know that I wouldn't have one ahead of time so I could have made other arrangements.Kristen D.
I was charged insurance despite saying no to it, i called the centre locally, and they cannot do anything until next week. I'm anticipating this being a drawn out thing. I'm really pissed off. The insurance wasn't on the bill I agreed to then I gave my card, so it wasn't authorized by me at all.SCHUYLER H S.
Literally the worst customer service snd experience of my life! I will never be renting from Uhaul again. Was greatly overchargedâ€¦ And told I was going to be refunded then got yelled at on the phone with customer serviceâ€¦ Easily the most unprofessional situation I've ever encountered. All I have to say is do better. Absolutely unacceptable.Miranda B.
Renting a uhaul from this location was without a doubt the worst customer service experience I have ever experienced in my life. This location is a restaurant and apparently the person who is cooking food in the kitchen is also the person who handles the uhaul booking. He repeatedly told me his computer had an error and he had no truck for me despite the fact I had a uhaul employee on the phone telling me my booking was confirmed. He then backed away and went back into the kitchen to cook food saying â€œsomeone will callâ€â€¦ The only solution was for the uhaul employee I had on the phone to call the restaurant and tell the server to go find the key and give it to me. At this point I was 45 min late for an appointment to pick up equipment for my small business. I went outside to the truck, did a quick walk around. Everything looked fine so I hopped in and drove away. Five minutes later I was driving down the highway and pressed the brakes which caused an insane steering wheel wobble and the entire front end of the truck started shaking violently. Clearly this truck needs a brake job and has needed one for a while. Once I arrive at my destination I opened up he back of the truck only to find the three dollies I had paid extra for weren't even in the truck. I have had great experiences with uhaul in the past but this location should have their uhaul agreement terminated. They are clearly not able to offer competent service to uhaul customers.LUKE ANTHONY G.
Service at the location was very poor, it was nice to get a u haul in the city but customer service was not friendly or good.BRETT WILLIAM A.
I ordered a 15 ft truck and got a 10 foot truck instead. I also ordered a Dolly & furniture pads and the location didn't have any for us. I am very disappointed with the service. I also didn't get to finish my move because of the truck being so small.LEAH JUSTINE M.
Le client n'a pas laissé de commentaire.PAUL GILBERT M.
Le client n'a pas laissé de commentaire.NONE L.
I had no problem with the moving equipment. I had ordered a dolly, but after inspecting the truck, I realized that it was not included. When I went back to the store to inquire, the clerk just said he cancelled it because they don't have any. He did so without informing me. I had to find one to borrow because it was a necessity. I definitely had a better experience with the clerk who received the key when I drop off the equipment. He was very professional and courteous.Candido Modesto B.
Thanks to Jeenna Monique Poe Schultz, she made my experience with U-Haul greatMALCOLM ADALBERT K.
I booked my truck for 4hrs starting at 10:30pm because I was told it was a 24/7 service, but when I went to return the truck the pick up location was closed. They did not have any slot to return the keys either. I called the customer service and was recommended to complete the drop off online and return the keys the next day when the store re-opened. I was also assured that I wount be charged twice for it. But this morning when I returned the keys I was charged for renting it out for two days, which is ridiculous because I've already completed the return of the truck the night. First of, I should have been informed that the store's not going to be open during my hours. Second, it's ridiculous that I was charged twice for the rentals especially when I was specifically told I wont be. Totally unacceptable.ANTOINETTE E.
I had all my rental information on my account and email and they could not find it, cutting into an hour of our moving time and did not offer us an extended hour. The person working was not overly communicative leaving us often in confusion of he was even looking up my information. I was also quoted $53 online when I booked for 20 km, and we only ended up going 17 km and I was charged $69. So I am not impressed with the experience whatsoever.MATTHEW WILLIAM W.
Le client n'a pas laissé de commentaire.William W.
Le client n'a pas laissé de commentaire.Abigail T.
I signed up to rent the U-haul online and rejected the $15 insurance coverage. When I went into the neighbourhood dealer their system asked me again for the coverage and I said no. The system then froze and would not let me continue. The dealer took the machine behind the counter, did something and then said "Ok you can pay now" I paid the charge only to realize at the end of the day when I got home and checked my receipts that the dealer forced me to pay the $15 charge fee. This is disgusting and fraudulent. It took advantage of me as a customer and destroyed my trust in both the dealer and U-haul.Timothy P.
Offer a more organized service and train staffDarryl F.
The store employee was a dick. He wouldn't take debit or cash (even though that was listed no where on the website) and said "i don't care, then you cant rent it" when i explained i don't even own a credit card. The guy on the phone with customer support was great though.TOBYHARRIS MURRA H.
Le client n'a pas laissé de commentaire.Or D.
Sort out the pricing differences and booking issues with the websiteWyatt R.
N.D.Jaya Krishna Y.
Was sent the contract in two separate e-mails and the attached contract from what I can tell was a GIF image that wouldn't open on either occasion. So also couldn't check how much gas to put in as everything just says to check the contract...which wouldn't open. A standard PDF file would be better. Also I thought I signed up for whatever the no-contact option is when booking online so was expecting a smooth pickup process only to arrive and the app telling me to go inside and made me renter all my info in the store which I already put in the app. This meant when I arrived at my pickup time expecting to just get a key, it took almost 30 mins to get the keys to the truck. There's was no mention of gas price anywhere's as well. The final cost ended up being over double the estimated even though the estimated usage I put in was almost spot on to what I actually used. So you got me with the $19,95 price on your trucks but not sure I'll be using U-Haul ever again.Brandon G.
Le client n'a pas laissé de commentaire.Davin J.
I tried to start my reservation time using my cellphone and it didn't work then I called and I was transferred 3 times till I get the answer that I should just get the keys in a convenience store close to the place so it was not very efficient and took about 20 minutes for me to get the truck. The rest of the process was ok.CRISTIAN D.
I had asked for blankets, yet none were included. The mileage estimate was high, causing the payment ro be high, which are both acceptable - but - the refund to be returned will take 4 to 6 weeks! This is too long.Andrew T.
Le client n'a pas laissé de commentaire.Robert James L.
waited an hour on pickup. charged for pads and dolly didn't order or receive.Jeremy S.
I have already raised a dispute , associate at location was very rude, he did some manipulation and charged us for one way , although booking was made for same pickup and drop off location . He overcharged and said to talk to call centre . Absolutely not expected this from such a renown companyManav G.