I have used U-haul many times over the decades. I have some feedback. First, this survey could ask much better questions if you want real feedback as to how you are doing. Fortunately, there is this comments box. I would like to say that I strongly oppose U-haul's company practice of providing clients with a quarter tank of gas. This is absolutely unacceptable for two main reasons. First, it requires the client to gas up sometimes BEFORE they even complete their work with the rental vehicle, since they also have to fill up the vehicle at the end of using the vehicle. Second, it's obvious to most of your clients that you are hoping we will overfill the vehicle as you know we have to guess how much gas to put in the tank and most people will overshoot it. Either way, this practice does not in any cater to the clients needs, or make the experience pleasant for the client. I will be looking for a different rental vehicle provider in the future.MARTIN M.
Customer Reviews for U-Haul Moving & Storage of Victoria
Pour nous contacter
Victoria, BC V8T2M1
Services dans cet établissement :
Heures d'ouverture de l'établissement
- Lun - Jeu : 7h am à 7h pm
- Ven : 7h am à 8h pm
- Sam : 7h am à 7h pm
- Dim : 9h am à 5h pm
- Inspection gratuite du remorquage
- Retour client 24 heures
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.
Le client n'a pas laissé de commentaire.rob h. | Expérience générale
Le client n'a pas laissé de commentaire.NICHOLAS D.
Le client n'a pas laissé de commentaire.Claire A.
Le client n'a pas laissé de commentaire.Steven S.
Bad management at this location, was not clear how to move out and they never pick up the phoneMaya K. | Expérience générale
Our order was for a 6x12 enclosed cargo trailer and changed to a 5x8. We were offered a 6x22 open but on a rainy weekend, this was unacceptable.Instead of 4 loads, it took 7 to move all our belongings. Customers should be upgraded on equipment rather than downgraded when ordered equipment is not available. The parking lot for the uhaul facility is very small, narrow and congested. Communication at this location was very poor. The dolly was left on the sidewalk near the office entrance while my husband and a worker were hooking us up. We had to return to pick it up as the attendant did not give it to my husband once paperwork was done. One person was waiting on at least 6 other customers. Meanwhile the clock is ticking for its return. This was not a satisfactory experience.WILLIAM MARTIN S.
Le client n'a pas laissé de commentaire.Erik P.
Le client n'a pas laissé de commentaire.PENNY L.
The location was severely understaffed. I had to wait an hour to pick up my rental. I tried to flag down a clerk three times to get me my keys and sign off my rental but he was so busy doing three people's jobs he didn't even acknowledge me. I was offered no compensation for the ridiculous wait.ADAM B.
An additional nstaff member, particularly on weekends would help a lot with the delays in check-in/check-out.JOHN P.
The office opened late so I was supposed to pick up at 9:30 and was not able to until 10:15 due to late opening. The truck I rented was in a different business location and no one let you know where it was, people were left to try and find them. Multiple people were very upset that daySUSAN C.
Le client n'a pas laissé de commentaire.Tanis Q. | Expérience générale
When I arrived, there was absolutely no parking available for any vehicles, anywhere on the water. This is the topaz location in Victoria British Columbia. The truck that I was supposed to pick up was buried behind two other vehicles. This meant that I absolutely had to go into the office even though I had selected to pick up my truck from my wireless device. Everyone seemed incredibly disorganized. The vehicle selection at the topaz location was also subpar I was forced to take a larger truck than I originally wanted someone because that was what was available according to the website. But I've got there however there was many more Vehicles available than what was offered to meAdam B.
The online components of renting and returning are overly complicated and time consuming.KAI C.
front desk did not put blankets in truck and the truck had a brake issueRussell F.
Every time I rent a trailer from this location, there are huge lineups and waits to sign out the trailer and check it in. The staff are nice but the process and wait times are too long!SCOTT D.
My 3:30 reservation was somehow due at 3:00 2 days later because they managed to finish the checkout a few minutes early. The truck has the wrong (flat) mirror installed on the passenger side which makes lane changes etc. difficult. Truck box, mirrors, etc. desperately needed cleaning. Rental printout showed 1/4 tank when clearly gauge was at 3/16 which is about 10 $.Matthew N.
Le client n'a pas laissé de commentaire.ROBERTJONATHAN M K.
Le client n'a pas laissé de commentaire.AARON S.
No on-site parking makes it hard to arrange pickup as there is only 2h street parking. Contactless pickup didn't work.MATHIEU L.
Staff seem uninterested in assisting customer's, everyone's to busy on their phone to take a minute to help. Reserved Equipment not ready for pickup, (hooped wiring on trailer) had to wait for staff to make time then sort out a replacement, I future I will go out of my way to go elsewhere.RUSSELL C.
Le client n'a pas laissé de commentaire.Matthew B.
If we need to clean the cargo van before we return it, you need to let me know, not just a piece of sticker only!WEI-CHIEN C.
Le client n'a pas laissé de commentaire.Al G.
I used the phone app for pickup, which meant I did all the work, & the U-Haul franchisee does nothing for me. I had to look all over their lot to find my truck, then find blankets, which weren't labelled, so I only received half of those I paid for. Not very impressive.Colin H.
a couple of things is when I picked up the vehicle no one told me they were closing early or would have gone through the return process with them before going and coming back to a locked office. And the other thing was that I am not understanding is why you cannot leave your vehicle in the space you took the rental from instead of having to find parking. That all, otherwise a good experienceKATHERINE F.
It was very difficult for me to find the key box. The picture showed on my phone was not at all what it looked like at the facility. I was walking around for a while before I found someone to ask for help. Otherwise I was VERY pleased with the rest of the experience, made it really easy for me to rent a big van in a pinch!Victoria P.
I found that the staff very helpful and courteous. I was very grateful to the staff in Calgary for there help in properly installing the trailer ball for me, as I had not gotten it completely secured myself. Thank you for an overall, good experience.STEVEN E.
Le client n'a pas laissé de commentaire.NICOLAS F.
Le client n'a pas laissé de commentaire.Tracy I.
Le client n'a pas laissé de commentaire.EHSAN M.
Le client n'a pas laissé de commentaire.DIANE L.
Le client n'a pas laissé de commentaire.ROBERT P.
Le client n'a pas laissé de commentaire.ROBERT L.
Parking lot is a bit chaotic, and not a lot of direction there.Daniel B.
Le client n'a pas laissé de commentaire.LAINE L.
One of the worst experiences I've had with uhaul. My issue has STILL not been dealt with and it's been months now. At this point I've told myself I will never use nor refer uhaul again!Christopher S. | Expérience générale
Le client n'a pas laissé de commentaire.Joseph M.
Parking! Or at least some idea of where a customer can park nearby. It's all one or two hour parking near the location.William M.
Clear communication, helping customers find their vehicle.JAIMIE B.
Increase counter service agents from 1 to 2. One for those with reservations; I spent 40 minutes in line and at counter to pick up a reservation and that line only got longer behind me. Very slow, unimpressive service. Electronic scans of government ID driver's licences should not be taken using smart phones for a vehicle rental; other rental agencies simply record the driver's license number. This is very concerning in this age of identity fraud.Janice K.
Excellent staff!MICHAELPATRICK M.
Le client n'a pas laissé de commentaire.CHUKWUNONSO N.
Le client n'a pas laissé de commentaire.Mark F.
There was a heavy volume of customers, I was unable to park in the lot and had to park down the road from the drop off location. I had to wait a half hour to hand in my key as the attendant was so busy. The attendant and the staff inside the building were friendly and professional.Martine M.
Le client n'a pas laissé de commentaire.Kyralee S.
Le client n'a pas laissé de commentaire.SOPHIA K.
Wow, a lot of rentals all over the place, a little difficult manouvering around, but a worker came right out and instruct ed me it was ok to leave the truck right there. All worked out.RONALD C.
Le client n'a pas laissé de commentaire.ROBERT E.
Le client n'a pas laissé de commentaire.CHRISTA W.
Hard to find the entrance to this location. Overly busy makes it hard to maneuver any vehicle. The trailer was in poor repair.Richard L.
Great People here. Easy pick up Easy drop offMATTHEW E.
The truck wasn't clean and the furniture pads I ordered weren't in the truck. The engine light was on but I was informed that it was just the gas cap and the technician was able to get the light to turn off, it turned back on later in the day. The truck had trouble starting a couple of times. There are also long lines each time I'm at the location.JAMES V.
Still need a receipt emailed. Had to call and complain to keep my reservation from getting changed to different truck last minute. Location is ok.DYLAN W.
I've been to this location many times during the moving process. They are always understaffed, give different info over the phone than in person (e.g., over the phone they said I could reserve a dolly and in person said they don't do reservations for that equipment). They might consider separate lineups for vehicle rentals from trying to buy a roll of packing tape in under an hour. The lineup is always longer than anything I've experience in retail. No one seems to be working very fast and efficiently. Even the payment processing equipment and software are unreliable and old. Looking online I see a lot of bad reviews but there doesn't seem to be an appetite to improve it at all because nothing changes. Worst retail experience.Hope H.
Please review of the truck above. Staff both locations were pleasant.Darren C.
Le client n'a pas laissé de commentaire.CORAL B.
Again, no staff available to assist. Yep propped working and a huge line up - complete Magen. Seriously understaffed and I felt sorry for the poor folks trying to help so many customersBrenda B.
Very reliable and clean vehicle. Good service. Definitely recommend to others. ThanksIQBAL G.
Le client n'a pas laissé de commentaire.Ian H.
Le client n'a pas laissé de commentaire.Rushat A.
I reserved a 10 feet for 9:30 and the day before the pick up I receive an email saying Â´your pick up is at 11:30 and it's a 15 feet"Isaac M.
As good as it could be...On line and over phone info wasn't correct regarding what was available very important part of experienceDavid M.
One of the pieces I rented wasn't in the truck, (not a big deal). I only realised after I got home. I called and they made a note of it so I wouldn't be charged. Overall a pretty painless experience.David S.
Le client n'a pas laissé de commentaire.Esha M. | Premières impressions
Le client n'a pas laissé de commentaire.GEORGE A.
Screw u guysMALCOLM T.
Please don't send me to Buckley St in James Bay to rent a truck anymore, it was a waste of my time. ThanksROBERT W.
Despite having a terrible experience with the actual truck, when I dropped off the truck, the staff immediately made me feel that they cared about my experience. They listened to my complaints and helped me fill in a follow-up request. They were empathetic about my situation and apologized on behalf of the u-haul brand. They agreed with my assessment of an unsafe truck.WANDA K.
Le client n'a pas laissé de commentaire.Cameron D.
Picked up a trailer first thing Friday morning with the option of keeping it for 4 days. Returned the trailer Sunday at 450. I spoke with someone inside, they said unhook the trailer in the back by the others and leave it there. If you paid by credit card you are all good to go. Got a call on Wednesday from a representative saying I still had the trailer when will I return it. I told her I returned it end of Sunday. A few days later I got a receipt saying I was charged 4 days. I figure at best it should be 3 days. Tried calling and couldn't get through for over an hour and Had things to do so I hung up.Cory R.
Le client n'a pas laissé de commentaire.PETER F.
Le client n'a pas laissé de commentaire.Char A.
Le client n'a pas laissé de commentaire.BRIAN L.
There was no dolly when I got there after booking one days prior. Made my move take 8 hours instead of probably 4-5. Would have went to a different u haul had I known that would be the case. Was not impressed. Also the trucks check engine light was on the whole time.Marisa H.
I was not warned that having a mobile device was a necessary component of truck rental. Without this I was not able to do the pre-use inspection or use the overnight drop off free of potential charges. To their credit they did not impose the twenty dollar fee so while I may refer them, I will look for a place that does not push me into needing mobile devices.MELINDA L.
Le client n'a pas laissé de commentaire.Raymond O.
The location was great, the staff are amazing. They're fast and helpful. My problem was with the mobile check-in. I couldn't get anyone on the phone either. But the staff inside was incredibly helpful! Maybe need some more staff so the like can go faster. But that's it!AEDAN D.
Le client n'a pas laissé de commentaire.DOROTHY R.
Always a good experience at this location.LANE C.
Le client n'a pas laissé de commentaire.Jeffrey R.
Vishnu was very helpful and patient throughout the visit. Good customer service'TANIA K. | Premières impressions
Le client n'a pas laissé de commentaire.Tim Q.
Total chaos and lacking knowledge No way to inspect top of truckPeter S.
I opted for contactless pickup. It was not ready which resulted in an additional 45 minute waiting to check in as well as then go find the keys. However, staff was great.Maggie D.
customer service could be highly improved we were given no directions as to where the vehicle was, how to get out, where to park, or where to find the extra equipment that we had ordered. it was only made even worse by the lack of care and warmth from the employeeSinead S.
Inside, the customer service employees didn't explain anything, were speaking very low and blasÃ©; everyone had to ask them to repeat the info. As soon as I received my invoice by email I called to correct an answer. I was gaslighted by the customer service rep who told me they would call me back from the location. More than 30hrs later I still haven't received a call back and I had thus paid for 215km when I drove the van for 35km only. Would not recommend. Horrible customer service and overcharge.PIERRE-LUC L.
Le client n'a pas laissé de commentaire.Grant B.
-truck was un accessible when we went to pick it up. -truck was filthy inside and out. -pick up system was not easy to use.Jason H.
I think your first class nowâ€¦don T.
The only thing I could wish for would be a place to park my car while I borrow a truck for the day.E SHANNON W.
Place was filthy. Customers moved quickly but one was voicing concerns over "hidden costs", which is the cornerstone of your business I suppose. Staff was blunt and unapologetic, but it's a truck rental place so who cares.NICHOLAS P.
Found out after I paid that my unit was on a second floor with no elevator and I had my move large furniture by myself (which would have been less dangerous with an elevator). Had to go back to customer service 3+ times because attendant did not give me access card, did not tell me how to enter the building, just did not seem to be focusing on what he was doing. I asked to be put on a waitlist for a first floor unit but did not get any confirmation.Shannon N. | Premières impressions
Le client n'a pas laissé de commentaire.CHRISTOPHER H.
Le client n'a pas laissé de commentaire.Phil R.
There's no reason you shouldn't be able to rent any vehicle with a deposit.JULIA B.
Should let people know that there is NO parking available on the lot or in the neighbourhood. Very Frustrating.BRIAN S.
Le client n'a pas laissé de commentaire.MARVIN R.
Very tight area for moving large truck. They were all working to get us on are way.Trevor B.
Le client n'a pas laissé de commentaire.LIUDMILA Z.
I hire a 10foot truck, due to my height and the seat's maximum distance from the pedals made braking a challange at times. I am 1,93 meters in height or 6ft 4inches. This is potentially a safety issue. I drove over a 500 kilometers on two occasions. ThanksPETER S.
Trailer was left with residual gravel jamming up inboard â€œdâ€ ring tie-downs. The Topaz location parking/storage is cramped with no customer parking. Thankfully I was not pressed into backing up the trailer for storage when returning the trailer. Trailer served it's purpose well but was overkill for moving a motorcycle.KIRK B.
Just keep smiling and serving. Everyone there was amazing. Almost can't wait until I need again. Thank you so very muchIRIS R.
After a number of failed attempts to get your website to recognize my location, I was not able to use the contactless pick up to get the van that I needed. I had to wait for the location to open and then had to wait in line for another half an hour because only one person was at the counter to help customers while there was a line up out the door. I had a window of time available to move into my new place and because of this experience I was left with only one hour to complete the move. Very disappointed and will not be using Uhual again.Bonny S.
The lockers are smaller than advertised and when you are storing 18 inch boxes the 3' wide storage rooms need to be just that or they are useless. The first room they tried to put me in was about 28 inches wide and when I complained they put me into a room that was 34 inches and still charged full price. I was left with no choice but to find storage elsewhere and then had to rent a truck to move everything to the larger storage room at a different facility.dan j. | Expérience générale
Le client n'a pas laissé de commentaire.Kevin H. | Expérience générale
Lots of garbage outside and inside building Victoria location was also was being difficult accommodating to me because I didn't have a helperBRUCE T. | Premières impressions
Je vous fais un commentaire en français, vous êtes les meilleurs équipe que j'ai rencontrée, ça fait des années que je fais affaire avec U-Haul. Vous incarnez la sagesse et gentillesse. Merci beaucoup d'avoir faciliter mes 3 jours. Pour ramasser mes choses. Un gros merci au manager. Nadia LNadia L. | Expérience générale
Worst customer service and company all together. Worst experience with them. Terrible storage. Half my belongs got moldy. Would not recommend.Matthew F. | Expérience générale
Sometimes difficult access because rental vehicles and trailers get parked infront of the storage area blocking parking spots. Mice poop but never saw a mouse. Confusing access if you're the first one there (no instructions on how to turn on the automatic door). Elevator works and there are usually carts to use.Saren C. | Expérience générale
Le client n'a pas laissé de commentaire.cathrine p. | Expérience générale
The one question not asked was were my things kept safe and secure! The Uboxes we rented were convenient but it appears one was dropped at an intensity strong enough to have broken my dining tableLaara y. | Expérience générale
The parking is terrible, staff even park in the only two spots that seem to be associated with the storage units. Staff is typically dismissive, or rude. Only one person had good customer service through the three months I rented storage.MARY K. | Expérience générale
Staff are very friendly and helpfulCHRIS R. | Premières impressions
Staff were very friendly and helpfulchristopher r. | Expérience générale
It's a busy location but still received good service. We were moving so we just needed storage temporarily but wouldn't hesitate to go back of we required additional storage. Merci!Tony V. | Expérience générale
Very happy with the service and the rental truck, relatively easy, and understandable. It would have been nice to have an extra counter person, long line but other than the wait, great.MICHELLE W. | Premières impressions
Le client n'a pas laissé de commentaire.Scyi N. | Premières impressions
Thanks again the employees were more than helpfulKen C. | Premières impressions
Le client n'a pas laissé de commentaire.Charles S. | Expérience générale
Le client n'a pas laissé de commentaire.Julia H. | Premières impressions
Absolutely terrible experience. Never going to use your services againMichael F. | Expérience générale
I have been charged 2 000 $dollars for a unit that the manager told me was taken out of my name in February, since than I have been trying to contact him once a week and have staff tell me he will call me later in the day each time and he doesnt I will be filing a formal complaint and sueing If the issue is not resolvedashley t. | Expérience générale
Your access to the storage states till 10pm the store closes at 8pm and due to covid, the access was cut short till 8pm. Not sure why a survive what interacts with no other people has a shorten time because of covid. This storage location is the worst. U-Haul is not number 1 in Victoria BC, not even close. Might want to have a talk with the staff. Every time I've used this uhaul my experience has been the worst.Steven B. | Online Move In
Le client n'a pas laissé de commentaire.Nishan K. | Expérience générale
The main doors in, and the elevator are in general disrepair and are regularly broken down, prohibiting easy access. Organizing obtaining new units for rent was almost impossible, b/c online and telephone systems are poorly updated. However the staff were exceptionally helpful in a stressful time, and made it possible to take on a number of units that online systems weren't aware of. There is another gap in online systems between HQ accounting systems (where bills are paid) and the local accounting teams. We regularly paid bills and still received notice for payments needed. The facility is dramatically understaffed at the month's end, when transition is high. The staff are helpful, and thoughtful, but ill-equipped to handle priorities at the end and beginning's of the calendar month. However, mid-month, the staffing levels enable appropriate service. Lastly, the local truck-rental systems feel scammy...taking reservations for trucks in one office, and then making the customer drive 20k in both directions to pick up and drop off the trucks, and then charging them for the KMs. Poor business tactics.Mark H. | Expérience générale
The staff at this Tolmie location, always very helpful, trying Their best to accommodate and troubleshootmichelle c. | Expérience générale
Because I did this entirely over the internet and not knowing the ins and outs of the facility. It would have been nice to have been shown the access to the H level and other possible options. Freight elevator was slightly confusing the first time. All in all I'm pleased greg K. | Premières impressions
I moved my stuff in 2 days before the end of the month because of sertain circumstances and then ended up moving my stuff out a month later but 2 days after my rent renewed. Would not give me a deal for only being there for 2 days. Made me pay for an entire month. Ridiculous. Will never use uhaul storage again ad there are many other options.Kiefer C. | Expérience générale
It was very frustrating to find a parking spot. You want customers but don't give them enough parking. Your idle trucks take up all the parking stalls. Extremely frustrating!John B. | Expérience générale
Le client n'a pas laissé de commentaire.Clayton P. | Expérience générale
The staff were super accommodating as I had to move to a larger storage lockerKRIS C. | Premières impressions
After having used the Excellent U-Haul Facility in Winnipeg on Empress I was severly disappointed in the moldy storage facility in Victoria. Every bedding item I owned mold smell and needed to be replaced including matress. Having no heat and no circulation is a big part of the problem. The check-in counter is understaffed. Check-in was 20+ minute wait. Your check-out process is broken. The counter person had called a week before my next months fee was due. At this time I informed her that the locker was empty, cleaned and that I was done with it. She seemed confused needed to check locker and would call back. Nothing? She calls again two days before the rent is due. I state what I had said earlier. Now she says it may be too late to NOT pay for another month. I going "what"? I explain again and she say she will call me back. That's the last I heard of her. Wow that place is too busy and too understaffed. Moldy and Damp. Go elsewhere my friend.michael c. | Expérience générale
Le client n'a pas laissé de commentaire.Wendy D. | Online Move In
The phone representative who dealt with my concern, was very helpful and was able to give me a refund which I appreciated under the circumstances. She was excellent!lynne M. | Premières impressions
negative experience with lady at desk Understanding manager that assisted and actually cared Truck leaked and 10 boxes plus mattresses were damp, it was mentioned but nothing done or acknowledgeTrevor P. | Premières impressions
Services supplémentaires à cet emplacement
Nous avons la plus grande sélection de camions neufs!
Nos remorques fermées et ouvertes sont offertes à partir de 14,95 $!
Nous offrons la plus grande couverture en Amérique du Nord!
Nous expédions à l'autre bout de la ville et à l'autre bout du monde!
Nous vendons des centaines de produits qui facilitent les déménagements!
U-Haul est l'installateur numéro 1 d'attaches de remorque en Amérique du Nord.