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Ellen RCustomer Reviews for U-Haul Moving & Storage of Richmond
Testimonials From Recent Customers
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Great service!
FRANCIS MGreat service provided by the gentleman who rented and accepted my return of the vehicle - he was a pleasure to work with. Very genial, kind and helpful.
Carolyn SThe General Manager was really nice and helpful
edrick gBien
Armen EU-Haul's system was down on March 29, I couldn't self-serve checkout the pickup truck. There were multiple customers panicked due to this outage, including me, as many of us have time and money constraints that depend on the vehicle to be available ontime. The staff on-duty was able to maintain his composure in the heated situations, calming the customers. He helped the customers to get the vehicle eventually with manual process. Thank you for his professionalism.
Ka yFast and efficient check out and check in.
David WThe lady working the desk was lovely. Very friendly and easy to work with. Check in was a breeze. She was on the phone when I came to check out. The man that helped me was also very pleasant. The lady made the effort to wish me a good day as I left. :)
Theresa MExcellent service. Great staff!
Eric EExcellent Service by knowledgeable people
JERRY JMy unit was broken into once a few years ago, and the boxes and stuff were piled around, which was a bit messy. I couldn't go deep into the unit to check things in detail. After that, the U-haul lock was replaced. However, when I opened the storage locker recently -- while the lock was intact -- several items including two solid wood cupboards disappeared without a trace. I must say "What the heck!" It doesn't matter because the reason I opened the locker was to plan a removal of everything and end my clientship. The rental fee increase twice a year and it has become unaffordable. I am glad I moved out, ending an era of money waste.
CHUNG Y | Expérience généraleThe truck I used had a large dent in the front bumper and a long scrape on the passenger side rear wheel arch - neither of which were mentioned at the time of renting the truck. When I returned the vehicle the gentleman there asked me about a minor black smudge on the front bumper - which wasn't caused by me - but this seemed ridiculous given the fairly major damage in two other areas of the truck! I admit that I should have inspected the truck on taking the keys, but was somewhat preoccupied with other issues and did not think of checking the vehicle. Other than this - which had no direct consequence for me, but seemed somewhat confusing, I was very satisfied with the vehicle and service. I would definitiely recommend to others.
John SCharging over charged double price, and refunded. I experienced bad, but I never choose u haul again :(
Jianyi LJoseph was super helpful and kind. Moving was hard but I'm glad I dealt with him:)
Robin KAsk the customer in person if they need add on supplies such as hand truck, boxes etc. I requested a hand truck on the online application but when I picked up the van I forgot to ask about it and ended up not getting a hand truck rental. Fortunately I didn't end up needing it anyways for the objects I was moving.
Marleen KNothing! Joseph at the front desk was very helpful. Keep up the good work Joseph! Santé!
Eric dMy family & I have used U-Haul vehicles for moving numerous times previously & found their service great. Now, by using their facility for storage is not a concern for me.
Premila B | Premières impressionsThe furniture dolly was not available for rent, which caused us a lot of trouble. But staff offered appliance dolly that did helped a bit. As a suggestion you can provide one furniture dolly for each vehicle.
Mahsa KThe marketing feels deceptive due to all the hidden fees beyond the "only 19,95 a car!!" advertising. I with the prices were more upfront and that there were less techinical problems with the phone app
Kayson LThe return truck app wasn't working very well. Online check in was a hassle when I was at the location sitting in the car over 10 mins ridiculous long and keeps booting me out and then restart all over so I decided to check in at the counter. When I return the van again after taking the photos and the next button doesn't work and ask me to retake the photos. The counter is closed. Worst website ever. Fixed the bugs on your website otherwise no point of introducing online check in and out.
KING LExceeded my expectations
JERRY JKeep up the good work.
Rico OThe vehicle was on empty was it was given to me, they did not have the dolly which I requested and the vehicle was at the back of their lot. Was afraid that I would not make it to get gas, and not being told they had a dolly was not convient when really needing one. Was told I brought the vehicle back at the same gas level and they would not credit my account was poor also.
Craig VKeep up the high quality. Thanks
Ron SFast checkout and great truck.
MICHAEL RThey assigned me the truck which has 120k miles on it. Not a good experience drive wise. They should have newer trucks.
Nimeshkumar BEasy pick up and drop off.
David WBryann was friendly and efficient - thank you for your excellent customer service.
Jennifer MPerson helping me was excellent. Excellent service à la clientèle. I think her name was Bryann
Tim PThere is not enough seating in the van for helpers. Bench seat would be better.
Ronald RGreat location! and Staff is amazing and very helpful!!
georgina C | Expérience généraleI been there for over 10 years. Richmond U-Haul staff is very helpful and kind. I get all my rental vehicles from them. I would highly recommend this location to other friends and family. Great manager Bryann.
SOPHANN M | Expérience généraleEverything smooth and easy!
georgina CI was expected to hookup my own trailer and unhook it. I had to forcefully tell them that in no way am I responsible for doing that.
Melvin BI took insurance coverage paid extra $16 a day and still they charged me for scratches on the fifth door!! Makes no sense!!
Gurinder BGreat service. Very accommodating and prompt.
Gabriel PI may need a bigger or 2 storages.
Terry W | Premières impressionsPlease double remind customer to maintain same oil level as initial. I saw many customers arrived to centre and realized they need to go to gas station to refill and come back.
HO LWe are giving full stars for our Saturday, January 20th, 2024 experience yesterday. This was largely in part due to the customer service at the Shell location by ABiY S (I think this is his name...older fellow who wore glasses inside). We had a family emergency involving an elderly family member unexpectedly in the morning and he was professional and kind which made our very rough morning a bit easier. This was our first experience renting a moving truck and we felt taken care of by U-Haul. He is a big credit to your company and we hope he is recognized for the amazing customer service. He was thorough briefing over paperwork as well. We look forward to working with your location next week for part 2 move. -truck seemed sturdy and the condition was clean when picked up which was good Things to improve -despite having an account via website, the app generates an error message when using the same info to log in -furniture dolly wasn't the best...we had one funky wheel and it didn't seem to roll smoothly (not bidirectional?) -the website crashed after multiple times of submitting photos of returned truck during process...we got frustrated once things refreshed 2x for a 2 AM PST return.
John TNeed snow tires this kind weather
Chanchal D👍👍
Gregory RFuel was not half full the line for the half was visibly showing.
Ross MTo keep up the standard you have been doing
Dominic JIt was amazing customer service. I would say it was best customer service I ever had in Canada for no exaggeration.
Megumu S15 footer clearly needed to get looked at mechanically. Doesn't feel like a recent problem.
Carl SAll good, thank you!
georgina CI reserved a furniture dolly, but when I showed up they tried to tell me they are available on a first served basis. Then why offer the ability to reserve one? The guy sort of tried to sell us one, but relented finally and gave us a new one to use.
Bruce RThere was only one person trying to help 4 people at one time. She should have had help.
Julie WThe sales rep charged us an extra day for being a little late, he was rude and condescending about it. Offered zero resolution or support in how to make a complaint.
RICHARD Awe are well satisfied. staff are good, helpful and friendly, we will surely recommend it to a friend who needs storage. thank you so much
daisy p | Expérience généralenot applicable
Allan AThe van I rented stunk like dogs so I told the girl I had to lay down a canvas drop sheet because I was moving Artwork and now the drop sheet smells so much I have to wash it!!!!
Janice MThe guy did not listen to me when I said check the notes, and the girl I returned the truck to was rude and did not believe anything I was telling her, to the point I had to call her boss. No I would not have anything to do with this dealer again
Dennis DGreat staff, good location and well kept.
Robert J | Expérience généraleThe dolley was sitting in the rain, and was all wet when I picked it up. Similarly, the truck had water on the inside handle of the door.
Jonathan CIt was easy to rent and pick up. Very convenient for me.
Karen WGood service and efficient process.
RODRIGO M👍
JOHN PThe staff at richmond are awesome! Thank you guys!
Michael CMake sure the vehicle is available on the hour and the day it is booked.
margaret-ann wThe Owner was dream to deal with. Online agents need to know the Western Canadian market better !
Daniel RNothing to change, the service and equipment was great
yossi sEveryone is so very friendly and helpful.
Robert J | Premières impressionsEverything was great!
Rod W | Expérience généraleUnfortunately we were overcharged for a truck rental, and a dolly that was returned We needed to stop payment The issue was never rectified We were told that our items would be auctioned off. So as far as we know all our stuff is gone and the issues was never resolved.
ryan j | Expérience généraleThanks to Manu, Lynn (retired), and the rest of the staff for their service through the years.
Gabrial p | Expérience généraleEveryone was kind and accommodating. I received calls back when requested and was allowed an extra day to move out which made all the difference. Merci.
Olivia P | Expérience généraleStaff were very helpful and accommodating!
PARVEEZ K | Expérience généraleThe staff are always helpful , kind an courteous . Very happy to recommend U Haul at this location
BRUCE P | Premières impressionsStaffs in this store are excellent! Especially Kuldeep is very helpful, she has excellent service!
Zhenshu Y | Expérience généraleBryann was awesome to deal with! Extremely helpful as most experiences with U-Haul can be frustrating but she had a big smile on her face and went above and beyond with service level! Amazing.
MATT G | Expérience généraleYOUR COMPANY PROVIDE AN EXCELLENT SERVICE. I AM YOUR LONG TERM CUSTOMER, IF YOUR COMAPNY CAN PROVIDE A SPECAIL PRICE, IT WILL BE GREAT! THANK YOU!
KIM'S G | Premières impressionsStaff here are amazing. 5 star totally well-deserved.
JONATHAN S | Premières impressionsThank you very much
Johny L | Expérience généraleWe rented at the Shell Road location in Richmond BC, for three years and had nothing but the greatest experience and help from the staff and management. It made the experience of having to store personal items easy and comfortable.
Dean P | Expérience généraleThe reason I left the Uhaul facility on Shell Road is due the steady increased rental costs over the last few years.
James S | Expérience généraleDon't change these group of staff. I followed their policies because I believe they are dedicated hard-working people, so many customers trust and respect these staff. I will come back for a bigger unit soon.
TW C | Expérience généraleBryann was responsive and extremely helpful. She deserves a raise!
Liam M | Expérience généraleI was very happy with the customer severice
RICHARD J | Expérience généraleOne doorway needed maintenance, making it difficult for the cart. There is no light in the storage room. Others all very perfect.It is clean.
LIQIU W | Expérience généraleThanks for everything. Such clean facilities and helpful friendly staff.
Valerie G | Expérience généraleStaff at Shell Rd UHaul are all very friendly and helpful. They ensured that I had everything I needed.
ROBYN V | Expérience généraleWould use again
Christines G | Expérience généraleThe access to the storage unit 24/7 with a personal access code for the gate is fantastic!
Manuel D | Expérience généraleStaffs at Richmond were amazing and helpful also, the place is well cleaned and maintained.
Jane E | Expérience généraleVery happy with my experience at U-Haul in Richmond. Their team is awesome and the manager very nice to deal with. In the 5 years of dealing with them I have not had any issues Thank you.
andrew k | Expérience généraleI was very impressed with the work you and your staff did to be accommodating. It was a pleasure to store my things with you!
Colin m | Expérience généraleStaffs are well mannered, accommodating and nice people. I am so.glad that we chose Richmond U-Haul.
Jane E | Premières impressionsWe have been using the Richmond U Haul location since 1997 and have nothing but praise for the people working there. We have always been treated well and fairly. Bryann deserves high praise for being helpful and kind as well as mechanically skilled. We will miss everyone there.
DR. K | Expérience généraleBrianne did a great job in helping me get into a unit!
Anthony P | Premières impressionsLove how easy it is to get one, move in and move out. The web system makes everything so easy. Great location as there is lots of space to drive in, park your car by the storage entrance. Also so convenient to have the Carta available.
Caroline C | Expérience généraleI called yesterday for statement of my account to be emailed to me. On site I also asked for a closing statement，then I was given a zero statement, It kind of looks right. However if as a customer，after closing the account， an account statement can be emailed， clients like me will greatly appreciate and it is really needed.
LU Z | Expérience généraleGreat staff, unit was clean, good service.
Penny J | Expérience généraleThanks for all the extra needed help!:)
Samantha B | Premières impressionsThis was my first experience dealing with U-Haul, and I was impressed with the great level of service I received. The staff were professional, friendly, helpful and punctual. Facilities were well maintained, clean and secure. Keep up the good work and best of luck.
Issam K | Expérience généraleThe facility was very well maintained and clean. The staff was amazing - I really like this location.
Olivia B | Expérience généraleI found the staff both friendly and helpful each and every time I was there. Moving is stressful and they definitely helped alleviate the stress by making all processes easy!
tania h | Expérience généraleProfessional, helpful, friendly and punctual
Issam K | Premières impressionsExcellent services
Moe ( | Premières impressionsBryann was amazing and continues to be amazing. Fantastic service at Richmond, BC location. Very impressed :) Thanks! Steve
Steve H | Premières impressionsExcellent staff and service. Thank you Regards Paul Sparkes
Paul S | Expérience généralePretty good! Very satisfied!
Wendy w | Premières impressionsThe manager was extraordinarily helpful and kind. Great place with amazing service!
don p | Expérience généraleVery nice and helpful people.
Wei-Cheng C | Online Move InWas directed to the wrong building and realized so after I started unloading. Unit I was giving had mouse droppings. Staff was friendly and mostly helpful.
William B | Premières impressionsI would recommend this location to my family and friends. The staff were very helpful and friendly , very professional.
Gary H | Expérience généraleThe complete transition went really well.
dana j | Premières impressionsStaff is amazing, thanks!
BRETT N | Expérience généraleI've rented from this location more than once and the service has been no less than stellar. Many thanks. I have recently moved to Houston, BC and have a unit there now. At this time, Shell facility will have to share this review with Houston. Both top notch.
MIchael H | Expérience généraleAbsolutely amazing helpful friendly customer service.
DUNCAN W | Expérience généraleI’ve seen spiders in my storage several time during pickups or drop-offs
king h | Expérience généraleMerci.
Natalia L | Expérience généraleElevators work great. Easy access. And I'd like to give a special thanks to Laurie (Sorry if I misspelled your name). You were awesome!
MIchael H | Premières impressionsHonestly the gentleman that helped me was so pleasant and helpful and I enjoyed my experience a lot the only thing I would say is that the storage unit itself had dirty floors there was gravel and stuff in there and I had furniture to store I was a little worried about in there
Ruba A | Premières impressionsThe lock was not in the room as indicated in the email. Had to go to the office to get the lock.
Hesong S | Online Move InI had a great experience with your staff and facility. Merci.
mike w | Expérience généraleThanks Brian for accommodating my request for changing the Drop-Off location from Vancouver to Richmond. Facility is really good & secured. Merci.
MAYUR P | Premières impressionsI was there for 29 years and went through 3 different owners. Never had a problem with anyone from this site..
ROSZITA K | Expérience généraleVery friendly and helpful staff!
Denise Y | Expérience généralevery good staff....helpful and friendly
ROBERT E | Expérience généraleGreat storage spot. Staff are fantastic.
John S | Expérience généraleThis location has a serious rodent infestation that is not being effectively addressed. The first time I entered my unit and found the floor and my personal items covered in feces, I asked the office staff what next steps were. They assured me that someone would access my unit and clean up the mess, lay traps and ensure the issue was resolved. I went back to the unit two weeks later and nothing had been done. Another time they handed my peppermint sachets telling me that they were a rodent deterrent. I put them in the unit and the next time I entered the unit the sachets has been chewed open with their contents spread across the floor. This is totally unacceptable for the amount of money these units cost per month. Additionally I had been told that the buildings were climate controlled. I did not find that to be the case at all, the units get hot in the summer and are freezing cold in the winter. An overall disappointing experience.
Angela D | Expérience généraleThanks for your professional handling of business and my locker number D-529. It's tough to be in storage and I was always able to access my unit and belongings and to come and go as I pleased. Best wishes. And special shout out to Bryann Dionne. Sherry
Sherry L | Expérience généraleThe service is extremely poor. I spelled out my address several times and uhaul sent me an email with the wrong spelling. Not very professional job. I reserved to pick up in surrey but when I got to the surrey location the uhaul guy said there wasn't any reservations. I had to call to the other uhaul place to get a truck. I wanted a big truck but the guy insisted me of getting the smallest truck. The U-Haul guy made the reservation for pick up in Richmond and return to Richmond. I told him I wanted to pick up in surrey and return in Richmond. The U-Haul guy keeps making mistakes. This is very unprofessional and there's no apologies whatsoever. The surrey U-Haul guy called me a few times and he told me someone made a mistake. Anyways I will never come back to uhaul after I move all the furnitures from your storage.
Tina y | Premières impressionsA bit expensive and unfortunately quite a lot of mouse poop in my unit.
johns c | Expérience généraleBryann took great care of us along with the other staff members. They were friendly and helpful. The storage unit was perfect for our use at the time. Thank you all so very much for the great customer service.
Carol s | Expérience généraleGreat experience. The lady was super kind and helpful. Made the moving experience a little less stressful ;) Thanks again! -Paul
Paul R | Premières impressionsGreat service. Great Price. Great Staff
Susie B | Premières impressionsWe had our storage lockers for over 20 years and the facility had been well maintained and convenient.
PETER W | Expérience généraleHappy with the Storage
JEAN P | Expérience généraleLaurie, very graciously handled any needs and requests. She built trust and exemplified reliability!
elaine l | Expérience généraleGreat service, but lots of mouse poo in the units.
Dylan S | Premières impressionsI don't live in Richmond, but where ever I am.. or go.. I use Richmond's U Haul because of the awesome staff.
Julie J | Expérience généraleI was bumped out of my original reservation for a space (the last one that was left) (5 x 5 x 10). I was able to persuade the staff to solve this problem for me. They offered me a bigger space, with one month free, and to let me know when the originally reserved space is free again. I expect staff to take care of transferring the items to the smaller space, once it become available. To me, this is only fair, after I spent hours on Saturday ensuring that this space was reserved, since it was the last one available. The staff were very helpful in finding a good solution, which I really appreciate.
Theo L | Premières impressionsReally would like 24 hour access! But otherwise this place was great!
Julia G | Expérience généraleBryann was amazing and so helpful. Very fast, convenient and simple process. Had a great experience!
chris l | Expérience généraleA bit of heat would have been nice but it is presented as non-heated storage so that is to be expected (Vancouver in the winter is cool and damp).
Allan B | Expérience généralenice people
Kai D | Premières impressionsVery friendly staff Second time storing at this location Both experience are pleasant
wei l | Expérience généraleAfter moved my stuff into unit I noticed 2/3 of the hinges on the door were broken. The employee forced door shut and said if U-Haul couldn't fix next day I have to move units. This is Unacceptable.
Courtney T | Premières impressionsStaff is great
Randy B | Expérience généraleSometime in the last few months mice got into my unit and caused extensive damage. Bryann helped me out and went above and beyond to make things right. She is an excellent employee. Thank you Bryann!
Warren W | Expérience généraleNo issues.
Avtar B | Expérience généraleWe had rats in our unit and not one person cared. We told the staff. We did not have any food in our unit they put bait in it well of course they will come then. Rats pee and poo every where!!!!!!!!!!
Radomir R | Expérience généraleI've dealt with other storage facilities this was by far the best and most friendly. If I need services like this in the future I would highly recommend this company to anyone. Happy new year everyon.
melvin b | Expérience généraleStaff was friendly. Would be better if this location offered 24 hour access as advertised.
Enrich s | Premières impressionsThank you for the .staffs for their help and service.
A & | Expérience généraleStorage space was perfect for our needs. Thanks
erika r | Expérience généraleService was fine
Randy B | Premières impressionsWill be using your services in a month or so from now
Lorna D | Expérience généraleThe staff were always helpful. There was some rodent activity but that is happening all over the city now.
Jessica L | Expérience généraleGreat experience. Well done.
Jia s | Expérience généraleThe fees were not explained clearly. The staff was confused about the charge as well. But the staff are patient and nice. They tried to explain the detail.
Jiaxuan C | Premières impressionsHelpful
JAFARI F | Premières impressionsIf I need the storage again , U haul will be my first choice
key w | Expérience généraleI actually moved out on May 23, 2019, one day before the renewal rent payment date. I also walked with the on-duty staff to check the unit inside before my last clean up. I would come back for bigger
TW C | Expérience généraleGood location, great and supportive staff.
VOJA I | Expérience généraleThis time was really a very unpleasant experience.
Ocean C | Expérience généraleI rented storage space for a period of 10+ years (approx.). I am satisfied with the security of storage. James
JAMES C | Expérience généraleLynn and her team always take very good care of our needs, in a professional, friendly manner.
ROBERT d | Premières impressionsI would recommend this U haul storage to all my friends because staff are nice
Marites T | Premières impressionsGreat team
Marcel C | Premières impressionsVery good service and understanding about some return on storage fees for month with only having storage for 4 days cause of finding a place before the 1st of the month
clinton m | Expérience généraleYou go for extra miles in serving your customers keep up the good work
Pentecostal C | Premières impressionsVery friendly and professional!
Andrea N | Expérience généraleOk
Charanpreet ( | Expérience généraleManager Lynn at the Richmond She’ll Road location in Canada, was rude and gave me verbal eviction notice based on her assumption that I was running a business out of my lockers. dishonest and rude!
Adrienna h | Expérience généraleThe only thing that was bad is there was mouse dropping in my locker. Other than that it was fine
MIKE H | Expérience généraleno comments, all Excellent.
TRI-STAR S | Expérience généraleRat droppings in a few units
Cameron j | Expérience généraleSuited ours needs very well. Staff was very helpful
HOLLY M | Expérience généraleExcellent to work with in every way. Great staff and great facility. Please don't change!
Grey H | Expérience généralevery commentating and helpful.
Peggy A | Expérience généraleClean and courteous!!!
DEB M | Expérience généraleLast week, I found that the storage's door was crashed and the locked was damaged. I couldn't open the door. No one reported this to me. And, I found a lot of mice dropping on the floor too.
Fung C | Expérience généraleLynn is a very pleasant person to deal with.
IRWIN B | Expérience générale