U-Haul Neighborhood Dealer

The man arrived 20 minutes late to open the store. He did not know how to check me in, which trailer I was allowed to take (hooked up the wrong trailer) and he called his boss and made me speak to him to proceed with the reservation. All in all we were over an hour late for this. I had done the online check in, but had to repeat it all to an upset man on the phone despite inputting all the information in my online check in. I had to text photos of the drivers license despite entering all the information prior. Poorly run, poorly organized and very disappointed. Never using this again!

This place is the absolute WORST. I showed up at 10am to get my rental and I didn’t leave until 11: 15am. I was late for my movers and my entire day was delayed. This man should not be working at this store. I was very frustrated. He couldn’t figure his computer out and had to call U-Haul, I had to speak to someone on the phone who thought I was the previous truck renter. The entire situation was a gong show and frustrating. This man shouldn’t be working this job, if he can’t do the Job. A lot of people don’t have time for this monkey business because they have stuff to move and places to be. U-Haul needs to find a new employee or something. Avoid this store at all costs and if you don’t, you’re in for a 3ring circus.
Also his store is disgusting. He has a huge mountain of paper and garbage behind the counter that is so gross.

I can not fathom how someone runs a business like this?

The gentleman running the store was very nice and but had no idea how to work the uhaul computer system, he required me to get behind the counter and try to complete the rental myself but I could not either. I was not able to complete the rental on my phone as he had already started it on his computer so we had to call uhaul and complete the rental over the phone. This process took well over an hour. We had no problems with the rental once we were able to process the paperwork but I will not return to this location.

Very slow and disorganized service, computer and atm machine broken. Takes about 30 mins to pick up vehicle, another 30 to drop off. Nice man but does not seem able to handle the technology side of things.

Now, I’m not pretending this is a slick quick place. But the owner Robert has a heart of gold, is committed to his job and clearly enjoys it. It’s a bit of a hangover from when the valley was a smaller town. But we need to hold onto that life rather than the sanitised nonsense of impersonal corporate culture. Not super speedy, not the tidiest of shops, not the slickest computer operator; but the job gets done in a friendly manner with a big smile. Robert - thank you)

Terrible guy was late nothing was ready an hour later i was ready togo but that was because the "boss" did the work over the phone.

Sloooooooooooooooow don't even expect to have your vehicule in 1hour. Even if you booked online.

Do not come here unless you want to waste your time. I had a reservation for 10am and upon arrival the sole employee insists he must sweep and wash the floor. He disappeared for 10 minutes and came back with a bucket of soapy water. I insisted I was in a hurry but that didn’t matter, after washing the floor he disappeared for another 10 minutes and came back with a broom.

After about 30 minutes he informs me that the debit machine is down, meaning I can’t pay the deposit.

This dealer is a complete joke and should not have a job. The inside of the shop is a complete mess and would make anyone claustrophobic.

Take your business elsewhere, this dealer will only provide you with a waste of time and a headache.

Robert is great, but unfortunately we made a booking which was confirmed and yet still, a moving truck was not available. To add insult to injury, there were no other locations close by with a moving truck available. It was a complete disaster. I strongly recommend securing the truck a day before it's needed to avoid this situation.

Do not recommend using UHaul in Courtenay to rent vehicles. I had an online reservation and still took an hour and a half to pick up. The guy behind the counter (possibly owner?) was very unfamiliar with the computer system, struggled to print my invoice, so I suggested to email it. I received 6 copies via email, and he still insisted to print it, which he ended up printing 3 copies unknowingly. He tried really hard, but the efforts weren't good enough to swing my decision to not rent from there.

Unbelievably poor service. I waited over two hours, drove home, had lunch and returned hours later only to find that the same customers were still waiting. I had done everything on the phone and simply had to skip the line and get my key according to the app, but even after asking numerous times he wouldn't even look at me to give me the key. After almost 5 hours of waiting in a filthy, messy entrance with hardly any standing room and only 4 customers in line, he served me. He looked surprised and said oh you just need a key. I said yes & he gave me the key, however as I started to leave he yelled at me to stop and said how do I know it's you. I gave him my name and number ect. Then he said no you already have the truck it says you took it hours ago. I just looked and said, how can I have the truck if you have the key. He thought for a minute and then he laughed and said Oh yeah, there you go and gave me the key. I let uhaul know about the experience and they said they are aware of the situation and are trying to fix it. I was stuck a year ago in the same place with a similar situation, I had to return here because it was the only place that had the truck I needed and I thought it must be better by now, but it was worse. So far it has been over a year and uhaul has done nothing, unbelievably poor service!

Sloooooowest U-Haul dealer ever! Never go here, never rent from here. I'm standing at the front counter right now for the 3rd time this week and it's been like this every time. They have trucks parked all over the place and the by-law officer was here shouting back and forth with the owner. Crazy! Also the inside of the store is a fire hazard.

Been in uhaul now for 2 hours because they dont have the truck ordered in horrible customer service the guy here was so slow at using a keyboard it was a painful experience

Definitely would avoid this place, rent from Campbell river instead.
The time you save will make up for the drive.
Soooo slow, an poorly run.

The customer service representative we had was wonderful. He was friendly (though a bit to chatty). He was very helpful and even made me laugh a few times!

Came 40 mintues early took 1.30hrs to get out of there! And i came early! Only one person was int front of me so on a busy day go some where else.

The guy is nice but lord almighty he needs some better computer training and organisation. Much potential here with improvment

I was actually behind the desk on the phone with head offficr for the employee, to help him sort out a pre ordered truck.im not kidding.if you are thinking of going here just throw your money at the front door and walk away.you can thank me later.

Absolutely useless! Had a reservation to pick up and after 1 1/2 hours and multiple issues we finally got a trailer. Will never use or recomend ever. Total incompetence all the way around. U-haul canada should shut this location down immediately.

Solo operator, plan on spending some amount of time here, he seems to forever be doing 20 million things at a time.

Avoid at all costs or you will regret it. This is without a doubt the most poorly run business I've ever seen in any city or country. If upper management saw how this place ran it would be shut down and forcing the owner to sell or make fast improvements because this is brand damaging. It's uHaul's fault for not auditing or inspecting their franchise locations better. Customers should not have to show the employees how to use their computer or wait as long as they do. They need to close for a week, clean the place up, fire the guy the works there, hire 2-3 new people and get someone qualified to train them. They get one star because we eventually did get the truck out of the lot but one hour late.

I arrived on time to pick up my U-Haul truck at 10am and I did not drive out of the lot with it until 11: 15am due to the incompetence of the employee there. He would not stop telling me stories about his childhood paper route and other incredibly irrelevant personal information instead of processing the renral. I explicitly stated to him I was in a hurry and on a schedule.

The truck was not yet cleaned or ready to be used. I stood there waiting while he ran in and out of the building to the truck with cleaning supplies. Brooms, rags and sources of water. You would expect this to be done beforehand.

Finally I had to actually assist him with the sales process, helping him use the U-Haul point of sale website. Telling him what to click and that yes that was right.

The truck barely had a quarter tank of fuel in it too so I had to take it to a service station before heading to my home.

This set me behind in my day and resulted in getting stuck on the highway for two hours due to an accident. An accident that I would of missed had I not been stuck at the U-Haul rental office for an hour and fifteen minutes.