U-Haul Moving & Storage at Upper Wellington

Not a great experience…

Rented a van with a utility dolly, we returned the dolly into the store and left it with the attendant who had helped us out in the morning (who confirmed that it was okay to leave there, inside the building). We were never given direction to leave the utility dolly inside the truck when returning. We had got it from inside the store so we decided to return it to inside the store.

Our bill then showed a charge for $120 for not returning the utility dolly. We call backed same day, spoke the same attendant who told us that they remembered us and that they would make a note to their manager.

We don’t hear back and then when we contact again they make us jump through more hoops and tell us they can only talk to one of us. Were told that someone will call us back to address issue.

No on calls for a while. We contact again and proceed to jump through more hoops until we are told that the General Manager has unilaterally closed the complaint without anyone contacting us (no call, email, etc.)

We contact customer service to open a complaint and then are told that the Area Manager will call us to talk. Again, no call comes through. We receive only an email saying that the dolly had not been in the truck (showing that this person has no understanding of the issue at hand) alongside a passive aggressive comment saying that we’ll be “personally refunded if the dolly is returned to them”.

Overall, a frustrating experience with no resolution. Also known as a typical transaction with a U-Haul (or maybe just this one)

The truck we rented had no oil in it and we only knew because the person driving the vehicle is very mechanical. We purchased the oil ourselves and were given a discount/refund so the situation was handled well overall but it should not have happened. I am unsure about recommending this location (Upper Wellington) /U-Haul because I question the level at which the equipment is maintained.

Equipment was well maintained, staff was friendly, pricing was fair.

Need more people doing check in. It took much too long, almost causing me to miss my appointment the equipment was rented for.

I had a great experience with UHaul at this location. We were helped by two different women during check-in, and then later during truck return, and they were both very professional and helpful. Thank you to you both for the work you do. We were picking up during a very busy time (weekend morning), and the woman on duty was doing a fantastic job with the heavy customer traffic.

Very rude staff, you should not treat your customers like that. If you have chance go to other locations but not this one. They act like they do you a favour by renting the van even tho we pay for everything.

Terrible service!
Grumpy employees; they made mistakes because their computer system is garbage and they will charge you for their mistakes. Don’t trust that they will correct the problem or even know what’s going on!

Very rude staff at this location, and they purposely didn't process my return till the next day and added the 20$ late fee even though I returned it well before they closed the day before. Completely understaffed and for the love of God they need a third computer and not just the 2, never go to this location unless you want a bad experience and to be treated like garbage

I wish I could give negative rating. Employees including manager were rude. They provided vehicle about an hour late. Fellow renter please try to avoid this location. I had a good experience few years ago but now it is completely opposite experience.

Avoid avoid avoid. These guys are after your money. I got charged $180 for a dent I didn't even do. I don't know if they are getting commission for each purchase but if they are then they are stealing your money. Its sad the world we live in where people are just desperate for money.stealing peoples money is not the way to do it. Never ever coming back here again. Please do a thorough check of your truck before you leave or better yet go to a different Uhaul because they will find a way to take your money!

The service was everything we needed, despite the only available worker, Mohammad, being swamped with work, all alone. He did an awesome job bouncing between different customers, making sure that everyone was good to go, and he did it with a friendly smile on his face. He went above and beyond, and that's more you can ever ask for out of a typical UHaul.

Where to start. They seem to have one, singular capable person who works here.but sadly he isn't here on the day I need to pick up a truck. Online check in? Complete. Express desk? Has a clerk who doesn't seem to be able to do anything but go take smoke breaks.what is the point of having an account and uploading alllll the details if we cant acrually have express check in? Rude as all get out. Zero respect for anyone, and specifically those of us who TRIED to expedite the process to save us all headache on a mid month Saturday. I absolutely cannot fathom where they find these people because while al u-hauls are the worst, this one is bottom of the barrel for competency and care.

I rented a cargo van for 2 hours. Upon returning, I completed the regular check in and came back home. Next day I received a bill of $333.01 for damages I didn’t do. I spoke to the manager at the location and he said you didn’t upload a picture of the damage so we have to charge you. I kept him explaining that I wouldn’t upload a picture if I didn’t do any damage for obvious reasons but he didn’t understand. I have filed a complaint against the manager. The customer service forwarded my case to the regional manager. They have closed my file without even talking to me. I have to keep calling them to refund my money.

Don’t rent from this location.

The gentleman who served me here was great had computer issues he was ontop of it good customer service

Pick up was smooth, return as well. Until I was surprised with a gas surcharge which is totally not right!

I have been going to this location for as long as I have been driving and probably used them atleast half a dozen times. On my most recent visit I had no issues with the truck and the initial return, the employee checked the gas and the vehicle gave me my final receipt and I went on my way. A+ service.

3 days later I receive another receipt, my contract has been miraculously reborn with an addition fuel charge of $17.15, not only that, but they are claiming I damaged the vehicle THREE DAYS LATER!

My advice if you use uhaul period, take a ton of photos of the vehicle, even video, or else you could be in my shoes dealing with FALSE damage claims.

I am currently being accused of driving 216 km more than I actually did, causing my bill to be a lot more than it should be. I sent an email to voice my concerns and I hope to clear things up quickly and with ease.

This place is awful. The first impression of over 20 “no parking” signs taped everywhere all over the store set the tone for our experience. It is dirty, the staff are disorganized and so young and have no idea what they are doing. There is one particular young lady with purple hair who was so rude and dismissive to us when we came in. Snarky and sarcastic and unprofessional staff. Would not recommend at all.

Josh D is a very good employee. He's patient and willing to go the extra mile. Give this man a raise.

Great experience. The gentleman with the last name Davies was extremely helpful. I would highly recommend this U-Haul.

Felt bad for the poor guy working there, he had to work alone, on the May 1 Saturday, but he was so good, bouncing between 2 computers to get the reeeeeally long lineup thru as quickly as possible. He stayed calm and did an amazing job!

I'd give 5 stars, but they really should have had 2 people working that day.poor guy.

Called for moving boxes and 2 locations in Hamilton were extremely rude. Both hung up on me as I was trying to ask some simple question. Horrible business ethic.

I booked a truck before weeks ahead of time and by the time the date came they said they had no proof of it and there wasn't a truck available! Also the Rymal location said they had storage available and when I showed up w a full truck to fill a storage room the girl at the desk laughed and said there must have been an error and nothing was available. She wasn't laughing after my rant but thanks to both for wasting my time and a very frustrating experience, never ever again!

I went to rent a pickup truck the other day, got the keys and as I'm backing out, the driver's side mirror breaks against the pole of the big Uhaul sign. I was backing out straight, so the staff member that pulled it in before me parked way too close for me to back out safely. I'm now stuck paying the $150 to fix it.

It was Saturday and it was packed; Youthful Josh was very friendly and warm with a positive attitude. The van that I was booked for was not ready and he offer a different van, goes through to ensure my needs are met. Does a walk around spoke with me to ensure, no dents, scratch marks etc etc, remind me to fill the gas on my return. He's concern and is caring towards customer needs; definitely an asset to the industry. I will tell all my friends to ask for Josh whenever they go to U haul on the Mountain.
Mar 26/22 Contract # 29575218 Van # BE 1682 U Keep up your positive attitude and good work.

I needed a huge box for packing and the guy was friendly and helpful. He actually came out to my car and made the box fit. Kudos Uhaul!

The truck the gave me only had 3/4 tank filled, but they requested me return it with 7/8 tank. I filled to 3/4 tank which was the starting amount, but they still took extra charge. Another thing was that the charging outlet was broken. So, I could not charge my phone and when I return the viechle my cellphone was dead. I wad not able to return it online. Hence another extra charge was taken.

Always easy in and out. It’s uhaul so it’s not like your renting. BMW but reserving is easy and fast.

The 1st trick given wasn't starting properly
I was given another although it started better it made a lot of.squesming noises plus there was a used N95 face mask on the floor in front of the middle chair.
They were closed by then and i needed to move.
I finished and went to use their online system using contract/reservation number with last name.
I never had the option to. I logged in and out and even contacted chat help who couldn't help. I called customer service and they were unable to help, I was transferred to uhaul smart which as I write this I've been holding for 49 mins and still no help ans it is almost midnight. This doesnt include the chat help and me trying on my own.
I don't believe they setup my rental properly Md it is keeping me from being able to return my truck.
This is not the first time I have had issues with their apps and online system.to return the truck.
I'll add myreturn my truck photos here as there is no email for this store online. I would like to get some sleep tonight as it has now been 54 mins on hold and still no answer.

Competitive pricing & efficient service by their friendly staff. Rented twice in last few months. Highly recommended, will rent from this location again!

Morgan, Michael, and Preetinder were exceptional throughout our multi-stage move. The lines moved quickly, the staff was thorough and personable, the equipment was immaculate and in good repair. Thank you for all of your assistance!

While renting, pick up trucks and cargo vans need a credit card, not Visa Debit, but the moving trucks you can make a deposit. The 10' truck has no ramp - I had to discover for myself. Online self inspection of the vehicle- they didn't explain how to find which truck was mine, I had to ask. For after hours return, no answer at the call center. Using the online system, I had to log in with my phone number, my email didn't work, and I had to search for how to log in - it wasn't obvious how to proceed when the web page opened. Heaven help you if you don't have data on your phone!

Truck itself was great and clean. Staff was friendly.

We had an electrical wire break on us, this branch repaired the break and had us on the way!

Great customer service from the staff at this branch!

Very bad customer service from the general manager, i have double booking for my work but still they do not have mood for doing work and told me, we don’t have your part till so need to wait more.
This is the 3rd time visit here for same work and again they did disappointed to me. They need new and well trained manager. Or must close this location.

I will give 3 stars. My car was backed into by an employee today and my truck was rented to someone else when mine was prepaid on Friday. The staff was helpful in getting me a 15 foot since my 20 was given to yesterday's client for an extra day. The girl working handled my car being hit vet professionally. Now let's hope the dm calls and my car door is replaced quickly without a hassle

Went by to double check we hooked up a car trailer, as the location the rental was supposed to be ended up changing to two separate ones. They gladly came out and discovered we had in fact missed an important step. Very professional and friendly!

Awful experience, had 1 person working, they had no idea what they were doing. Told them what time we were returning it they put the wrong time by 4 hours. Didn't give us keys for a working lock, had to go back and get a lock that worked. Was super slow even when telling them we need to hurry we are on a tight moving schedule. Will never, ever use this location again.

Extremely helpful. Helped me find the exact hitch I needed and were more then pleasant. Will reccomend this location. Keep it up guys you're doing great!

I rented a pick up from this location. I just needed it to pick up a shelving unit, so I tolerated the filth.the windows were so dirty that you literally couldn’t see out of them in direct sunlight.

I rented a motorcycle trailer for my car and the staff went out of their way to help me. A1 customer service from Maryam. The drop off/return was quick and easy.

Good service, clean and new cars, big parking lot to park our own cars and good working hours. Perfect for me.

My van 8s dirty on the inside I took pictures.
Why do I have to do there job of checking my van in online when I drop the van and send pictures to the company were my discount for doing there job. Cause I dont I will be charged an extra $20.00.
Oh you can't leave your car on the lot cause there no room but your more and welcome to park on a side street.
Oh ya plz sign that it has a full tank of gas with out see the vehicle first I pretty sure they need to retrain there staff!

Nice service, really friendly staff. Good rates, van worked well. 2 points that could have been way better though - 1. The van they had assigned me had all their advertising up in the window. They could have taken that down before I rented it. 2.the vehicles interior was clean. With COVID I would have expected it to be spotless and smelling super clean.it wasn't.

Some of the reviews here were very negative and I was a little nervous.
Booked a truck online before it was needed.
Went to the shop. No lineup. An employee brought the vehicle to the front for me. I returned it later that day and a different employee checked it, then cashed me out.
Vehicle was clean. Employees were friendly. Pickup and return were quick and painless. Price charged was reasonable. Really couldn't ask for much more.
I'd go back.

Awesome place and best customer service. I had good experience and this location will be my first truck renting contact in Hamilton

I really appreciated the time the people who worked here took to help me out! I bought a giant box for our TV and the one guy spent 20 minutes trying to squeeze it into my car it was very kind and helpful.

Called to get hitch call center said yes they have I get there and store personal say they are all reserved

My reservation got moved last minute without explanation. At this location they didn't have any of my reservation info saved and used their personal phone to take the photo of the drivers licence - which is illegal. When they were told that they then argued with us (a law student and cyber security expert) the extremely unprofessional manager (?) Then chimed in passive aggressively when any frustration was expressed on our part about none of our reservation information being saved. The cargo van was also in terrible condition.

Never had any problems with my trailer hitch appointment. I called to make sure they have the parts needed, confirmed my appointment and paid.

Slow system, it took me half hour for paperwork. Make sure you Check the VEHICLE ODOMETER match with the Odometer on the paper before you sign if you don't want they charge you more than DOUBLE for what you should pay.
Luckily I took the picture of the VEHICLE ODOMETER before and after using for evidence. Costumer service is awful.

Supremely disappointed - we booked a van to move and they have a policy that allows someone to be late in returning their vehicle. Which made us miss our appointment as they had no vehicles available for the time we had booked (and we booked a month prior to our need). The team acted as if it was no big deal and had zero solutions, we will never use u-haul again.

I had an appointment to install a hitch on Monday, June 8 and when I arrived there I was told that my appointment was moved for Friday, June 12. I asked the manager Vito, why they could not have advised me of the appointment change over the phone and he did not even apologize or seemed to care. Customer service at this location is terrible and I would not recommend them or ever use their services again.

Easy to find. Lots of help. Biggest issue that if you're leaving a car, you have to park on the street

Horrible service. I spoke with a representative and she was giving me attitude from the moment she started talking to me, ignored my question then she hung up the phone on my after raising her voice at me.

I gave a 4 star because there were no issue with pickup, except one tail light didn't work and I'd be surprised if it gets fixed any time soon. But thankfully it did get the job done.

Went to the store for moving supplies. It's a small store but they have everything. The manager Vito and staff were friendly and very helpful.

One employee working on a Saturday, booking and getting the vehicles pulled up for the customers, save yourself some time and go to any other location

Great place where you can book it online and they have a good amount of vehicles in their stock. Staffs here are very helpful. You can drop off at any time with key drop facility here. Prices here are really competitive as compared to other agents. So I will definitely recommend this place

Been renting trucks from this location for 8 years. Biggest issue is the wait times. Always standing in a line of up to 14 people and they are understaffed on the weekend. Other than booking online there's no point in doing the quick check out because it doesn't save you any time. They still ask you all the same questions that you just filled out

Terribly understaffed and poor customer service communications. Had a scheduled appointment to have a trailer hitch installed on our new vehicle and showed up on time. After waiting considerable time due to only one person on the counter, I was told my appointment was scheduled for the next day.and when I confronted the guy about it that I knew for a fact it was today, he then proceeds to tell me that they called me earlier to reschedule as one of their guys did not show up for work.not true as no one called my cell phone at all.then says he can start to but I could be waiting hours for him to finish it. By this point I'm totally ticked off and just insisted on a refund. I have since scheduled an appointment with a different location.

Very pleased with the excellent customer service, ease of pickup/drop-off process and the truck was good quality. Affordable as well. Hats off to a well run local business. Well done.

Horrible! 1 person to do everything? - the manager and anothet employee qyit! What it says of the company? Where is the personnel? The guy working here is friendly and helpful he is running around however we shouldn't wait 30' to rent a van! Uhaul should have send employees from anotber locatuon to help! Desapointed with the company! Ready to search and look for better company yhat treats the employees better and is helpfull!

VERY disappointed that a manager would not come out to help out as it was busy. Would NOT recomand this location

According to the hours listed on the door they are open until 7pm Saturday. Arrived at 4: 15pm and they were closed. Thanks for wasting my time and many others who arrived.

We needed a large truck last minute, the truck size we needed was available and the customer service was great! We were in and out of the office quick and only had to make one trip to empty out our storage box. The price is right! We saved so much time getting a U-haul.

The last time I used these guys I needed to rent a van for my F license driving test. The fool that I am I didn't follow through with the on site pre inspection of the vehicle and was rented a "unsafe" van with a burnt out left indicator. This oversight cost me the price of the rental, fuel and the automatic failure of the F driving test. Which had to be booked and paid for again. Probably my fault. Lesson here is check the vehicle before you take it off the lot.

Terrible service. I just wanted to buy bubble wrap and wrapping paper. Within 10 seconds of entering the location, I was ready to pay. That was 50 minutes ago. I am still in line, while people that were behind me with "quick questions, " were served ahead of me. Unfortunately the only person working here has to bounce back and forth between the lineup and fixing a trailer, but that's still no excuse to serve others that were behind me, before me.

The staff here was nothing but friendly and helpful on a busiest weekend of the year. Would definitely come back to them the next time we need to rent a truck.

Always had a good experience here. Never too busy waiting to get served, and they typically have the trailer that I need. People seem to be very nice at that location. This is my go-to Uhaul every time.

Gave away cargo van 35 minutes before pick up, no apology, never again! Go with the Upper Ottawa location very pleasant and no bs or hassle.

Pretty pricey and they said I didn't bring it back with the right amount of gas till I showed him a picture of the needle pre trip. They should just have every truck full so as to no disputes.

Great store. One guy working alone.and boy was it busy. However he worked fast and was very helpful to every single guest in your store two thumbs up. We rented a small truck to move a bed. He helped us with our needs while guiding us towards the right truck. 5 stars

Go to Nash and Barton st. If you want true service. This place to go for quality uhaul products

I was going to write a good review of this location. I hired a truck during a heavy snowfall and the employees on shift were working hard to keep rentals moving in a slippery lot while keeping calm and professional. However, after dropping off the truck after-hours with the tank filled according to their guidelines, I received an invoice with fuel charges and their 'reading' below where I left it. For that reason I will think twice before using this location again.