Customer Reviews for Vaultra Self Storage Brantford
(U-Haul Neighborhood Dealer)

Évaluation :

1

Worst experience with uhaul yet. Use uhaul all the time, never had such a dirty van, disgusting! Representative was seemed to be bothered by our presence and keep doing other things and saying the website is old.

Évaluation :

2

The van was philthty and smelly from spilled gasoline. I will not rent from U-haul again.

Évaluation :

5

Pierre is the best employe in the world.

Évaluation :

1

I reserved a truck in Hamilton for sunday and when i went to the location for pickup they said they don’t have any truck and they sent me to brantford to get it so i had to pay extra for the kilometres, extra fuel, waste of time.

Évaluation :

5

Ensure gas gauge is accurate for customer pick-up. Otherwise, everything was smooth and without incident. Merci

Évaluation :

3

This location to make it better could have more options for paying due to circumstances I had to go to this location which took good care of me unfortunately it was due to the original pickup place was just conveniently closed it cost me an extra hour in time minimum 20 minutes holding a cold $30 in cab fare my plan was to pay cash but this location does not accept cash I use my daughter's card to secure the truck but did not want to have anything on her card due to her having a baby and want to give her her time to rest didn't want to have to disturb her but unfortunately I did thank God my my daughter is very understanding if the stores can't be or provide someone for a 3:00 in the afternoon pick up then I don't believe they should carry the U-Haul name I've used you home on many occasions over the past 30 plus years and I've never had an incident so unprofessional

Évaluation :

5

Friendly.... helpful service. NO complaints!☆☆☆ THANK YOU Pierre

Évaluation :

1

I would also let them know they will only be able to Get there keys through there cell phone. No assistance there. Computer was down no help at all except he explained how to get keys. Thank goodness. When I booked nothing was said about that. I am 75 years old an not as phone savvy it seems as younger people. I did manage however to get going. Took me about one hour. The same about returning this unit. Took about 20 min. To 30 mim.

Évaluation :

5

It was perfect

Évaluation :

5

Orginaly said I would pick up the truck in Hamilton, than the night before the move texted at 6:15pm said I had to pick it up in Brantford. I had to pay extra to the people that were helping me move to do nothing for a hour as I picked up the van. Staff were great in Brantford but very inconvenient for me!

Évaluation :

4

Fix your computer system so check in is easier. Computer was up and then down again several times while I was try to register for pick up.

Évaluation :

2

Although I had repeated confirmation from the beginning of the week for my pickup time, I had to wait over 40 minutes before receiving the truck. In addition, I had to pay an additional $147 although I had already paid $109 on booking reservation.

Évaluation :

3

I was totally dissatisfied with my first and only truck rental. The self check in stuck at taking a head shot and would not continue any further. I called for assistance and was greeted by a representative who was useless. I was finally given the code for the key box and discovered the key box was not locked. The roll up door was very hard to open and steering was a nightmare. I could not keep the truck straight and fought continuously to stay in my lane on the highway. Very disappointed and will shop around should I ever require another rental. Alan Beeley

Évaluation :

3

Photo ID wouldn't upload 30min process

Évaluation :

3

Vehicle was not logged in so couldnt do online check in. Site was a full 30 minutes past where I needed to be. So had to backtrack, which cost me more gas, and was charged for more miles upon drop off

Évaluation :

4

Some reason this location has poor cell phone data reception signals and it was little difficult to complete check in at the time.

Évaluation :

1

This location should not be allowed to rent u-hauls to the public. The Man at the counter was rude, talking on the phone and laughing instead of dealing with the issue in front of him. He did not have a truck for me and according to him there was no reservation for me despite receiving the u-haul texts confirming my appointment and that my vehicle was rented out. He just gave me customer service and told me he couldn't do anything (still while talking on the phone and laughing away) The first customer service agent was useless. I spent ten minutes explaining my situation all to be cold transferred to another agent, al to start over again. My reservation was for 10am and I had movers due to arrive for my move at 11am. Thankfully when I was transferred I got TJ on the line. If not for him, I would have been complete S.O.L He had explained what happened... The corner store had given my truck to someone else, under my name and on my contract without checking their I.D for the name/address to match, something TJ said is supposed to be mandatory. The signatures do not even match! I was routed to another location that had a truck, and luckily made it to my move by 11:45am. To make matters worse, I got a call from the corner store (a lady this time) asking me where the truck was (that was given to someone else). After explaining to her what happened and how unsatisfied I was with their service I ended the call as I am not responsible for their error. All in all, this was an awful experience and I will not be recommending or using u-haul in the future. Sincerely - Dayna Murphy

Évaluation :

2

Ensure the truck it's available in arrival. Clean the truck before renting it back out.

Évaluation :

2

The office was closed and no specific information to where the truck just be parked.

Évaluation :

4

excellent service, couldn't ask for more. Make sure windshield is clear of snow as there is no snow brush in rental.

Évaluation :

1

The girl working there didn't have a clue about what was needed to be done for the rental. She didn't even look at the trailer or assist me to put it on. I let her know this is the first time I was attaching a trailer to my truck and asked for assistance. She didn't help or leave her warm area inside the building. My wife and I YouTubed trailer videos to hook it up. It wasn't a safe feeling considering I was traveling 1500 km

Évaluation :

1

Sat there for close to an hour while the girls tried to figure out how to take my payment. Unreasonable and not a good experience. I've used uhaul in the past but will consider other options the next time I need a van.

Évaluation :

2

This was a really poor experience for myself and my family. I ensured I reserved the truck back in June 2019 for my move over labour day weekend (this past weekend), I did this all online, the process was easy to use and the website was great and informative. I phoned this location last week on August 27, 2019 in the afternoon confirming that my reservation was confirmed for my Saturday August 31 at noon pick up and it was confirmed over the phone. To my surprise my parents picked up the truck and were told unfortunately that the truck was unavailable and they could not give it to us on the original pick up date on Saturday August 31, despite having it reserved and getting confirmation it was reserved. My parents were told management decided to disregard the reservation and my truck was unavailable to take as it was a very busy weekend. They were also told we would be charged for Saturday August 31 in addition which is not right. Thankfully I was moving within Brantford and we were able to move dates and shuffle schedules around, however that hiccup added an unbelievable amount of stress to me as I was away for the weekend and my parents were left to deal with the truck situation. It is not right that up to managements discretion that the reservations were changed. I did not receive a phone call, email or anything regarding my changed reservation changing. My parents only found out when they picked up the truck. Had "management" been responsible and acknowledged that there were previous reservations and gave proper notice about the change I would have given a much more positive review. This way by far a pitiful display of customer service. The cab was dirty, the truck was not swept and we picked up 5 screws before moving our items into the truck. There was used paper towel sitting in the storage area of the truck.

Évaluation :

3

First of all this is not the location where I was to pick up the van. Therefore it did not fit my needs. I had to get a ride there and had to use the 24/7 check-in which wouldn't have happened if I could have used the van from the place I had initially booked. The check in was a nightmare, as you had to have data which I didn't. I had to hook to their wifi which wasn't as good as having data. Then the process took over 30 minutes because they had to call someone to check my identity but the person they could have called was the person who had to drive me to pick up the van. If I picked it up at the booking location, I would have been able to walk over!!! So then I had to give another name and they were luck that person answered because they didn't recognize the number. Once again, this would have been avoided if the van was available at the original place. Also, the van needed to have its oil changed, as the reminder kept coming up. I will be calling head office on the next business day to discuss this. Not happy at all with the chaos and the time I wasted waiting for approval.

Évaluation :

4

Joanne was really good to deal with. Trucks need to be serviced more often or at the very least taken out on the road by an employee to see if any issues are present. The truck that I rented I had to make sure that I drove close to the line on the right in my lane so that the back end on the left was still in my lane. That sure was a treat going through Toronto on the 401. I'm sure there was a lot of people doing a double take and then shaking their heads when they seen the truck.

Évaluation :

5

Very helpful

Évaluation :

2

over charges

Évaluation :

4

I booked the truck online for two days, I have confirmation for this. When I picked up the truck, the person at the desk must have only put it in for 1 day and I received a phone call the next day wondering where I was with the truck. Not a pleasurable experience! The person at the drop off location was understanding and polite though. Why do we book online if it doesn't get followed? Kurt Parry

Évaluation :

2

There was a mixup regarding the final bill....I was told I would receive a cheque in about a week...I finally got it 3 weeks after.

Évaluation :

5

When we arrived on Sat. March 9 the U-haul size we had arranged had not been returned; Joanne from the Brantford (Dalkeith)location apologized and we were quite OK with renting the next size down (10 ft instead of 15). We then proceeded on with the paperwork etc...we obtained a dollie and some blankets. When my husband got into the vehicle he noticed the gas was only on the 1/2 mark so fortunately he reported that right away so that we could add gas at the end to that level only. In spite of some glitches Joanne was very pleasant and we wouldn't hesitate to use the services of U Haul again. I checked today to ensure we had been charged correctly as the km. were projected and was pleased to see that we did get a bit of a refund as we had not used all of the projected mileage. Thank you................Alice Curtis Brantford ON

Évaluation :

3

We were unsure where the office was and there seemed to be many areas to return equipment. The Kingston location had better signage.

Évaluation :

4

Snow tires on your rental trucks.

Évaluation :

4

Lisa did a great job.

Évaluation :

5

Nice and clean location, customer service was great.

Évaluation :

5

Don't change a thing. Peter and Lisa were friendly, knowledgeable, and helpful.

Évaluation :

5

Great job

Évaluation :

4

The right signal light on the U-Haul trailer stopped working about 30 kilometers from the pick up location . No one was available from U-Haul to come out and fix. Paid out of my own pocket to have a private person conduct the repair.

Évaluation :

5

Great customer service and overall a very good experience for me!

Évaluation :

5

Great experience at the Brantford location with pickup and drop off. My experience prior to that was a joke. Had reserved a trailer for pickup in a Brantford and was told there were none and had to go to Hamilton then called morning of pickup that it wouldn't be available until evening and miraculously had one in Brantford. Reservation was constantly messed up by call center staff who were nice but had no idea of what was going on.

Évaluation :

2

Sometimes you run into staff that just rub you the wrong way and these two are masters of bring out the worst in people. Arrogant, detached and smug. Never again.

Évaluation :

4

I did not understand the different charges when its advertised as 19.95...at 0,69 km...then the bill states 1,11 mileage From the 20 dollar online booking ...it jumped to 123 by the end.

Évaluation :

4

A great location

Évaluation :

1

I believe the fuel was indicated at full. I used 25 km. It cist me 18 dollars to refuel. Which is very unfortunate. That is a mistake on uhauls part

Évaluation :

5

Great service!!!

Évaluation :

5

Friendly efficient staff, explained everything re billing, etc... Would recommend this location.

Évaluation :

5

Great staff. Very nice and willing to stay after hours to help us get the proper adapter and make sure all lights on the trailer are working. Peter was very friendly and helpful.

Évaluation :

4

Excellent service à la clientèle

Évaluation :

5

We really just appreciated the fact that he stayed and waited for us as the timing was very important to us would definitely use this location again

Évaluation :

5

The service was fantastic, Lisa is very professional and nice person. Thank you for your kindness Lisa.

Évaluation :

1

The location was having network issues and couldn't issue my outgoing receipt. Upon return, the manager was very rude when I requested a receipt and suggested that most people just use the key drop. When I told her I needed a receipt for my billing, she said it wasn't her fault that she couldn't issue a receipt. She then proceeded to act childish and defensive and I ended up having to call their head office for resolution. A receipt was available immediately after I got off the phone with her head office!?!? Very poor customer service. I will not return to this facility and will not recommend their services. Uhaul could have improved my overall experience by issuing an e-receipt at the beginning.

Évaluation :

3

I have an email detailing an unexpected balance of $69 and threats of an attorney or collection agency. I will be filling a complaint with the better business bureau and suing for fraud.

Évaluation :

4

I didn't appreciate the lack of knowledge and professional courtesy of the lady whom I had to deal with. She was rude when I had to come back due to having to switch drivers.

Évaluation :

5

Thank you for being so understanding with my moving situation! Great service.

Évaluation :

5

Our move was made so much easier by the quality service we received from the staff at Valtra Self Storage. Thanks so much.

Évaluation :

5

All was good The customer rep Lisa was excellent

Évaluation :

3

Apparently there was a system change but no one briefed the clerk. It took 40 minutes to get through the paperwork stage and to pay even though I had reserved the trailer online already. In my opinion this length of time is unacceptable. Hopefully this does not continue to happen.

Évaluation :

5

Lisa was enthusiastic and friendly. A pleasure to deal with.