U-Haul Moving & Storage of Waterloo

I used the online booking system to book a trailer. It directed me to this location to get the trailer size I needed. They did not have it and redirected me to another location 30 km away. When trying to return it, I was threatened that if I did not return it to the location I picked it up from, I would be charged a penalty fee of "something like $700". It isn't the staff's fault. This is a company policy issue. Ultimately, this wasted about 2.5 hours of my time and gas. 2 stars because it still was fairly economical and staff were as friendly as could be expected.

Fast service, great customer service. No complaints in getting and dropping off my rental moving van. I’ve used them many times over the years and was always satisfied, great selection of vans and trailers

The customer service was mediocre.
I have rented a truck before from this location. This was the first time that I had walked all the way to the back
of the location to try to find the truck while taking the appliance dolly with me.
Clearly, the employees just wanted to get rid of me as soon as possible and do little work themselves.

Just finished doing a phone reservation and Shreyas was amazing. So patient to listen to my challenges with the website, and he walked me through the process so kindly. Us old people and technology. I have done a drop off in the past with this particular location, and they are clean and professional. Top notch customer service! Highly recommend! Thanks again, Shreyas, you're the best.

The vehicle was smooth in good condition. Bharat was very good in explaining and helping us out. We had some queries and he was so kind.

Best price in town for storage.when its available. Rented a 10' truck for moving and was clean and gased! Would def go here again for a rental.

Bryan was awesome. Little wait time even though he was swamped with trucks over the students’ move-out weekend. Great experience, give Bryan recognition for his work!

Good service from the staff here. U-haul charged me 90$ in gas when I left the van at the same level I got it as. Would recommend going elsewhere to rent vehicles to avoid unjust charges.

Great experience. Staff was patient and explained things well.

Only word of caution is these bigger trucks take a longer time to stop so give yourself lots of time!

We rented a 10’ cube van to move the rest of our possessions from Lagoon City to Waterloo. Everyone was courteous and helpful and we had an uneventful round trip. Thank you To all for the efficient pick up and return process. We would recommend you to our friends and family. Michael & Marina

In great time of need to move my stuff to a new home, there was a snag discovered with my license being stolen while arrived to pick my reservation. Nothing at all said about the supposed arrears from nearly 2 years ago that was held secret until I again arrived the 2nd time that day. Turns out that I somehow owe $115 that also made my deposit become $315. They showed me the paper work that says my last name is Scarr for some reason, and this transaction had an old address of mine from over 5 years ago that was also incorrect.

So I do not recommend this company anymore or ever again, seeing as they can't write down names, verify that names and numbers match identification or do they communicate that there is amounts owing for nearly 2 years later.

It's been a lifetime of moving place to place and likely rented from them over 15 times I've paid u haul for their services. This means nothing now a days when it comes to money minded people and the new age customer service we get for us paying the new higher prices for.

This is the location I go Everytime I am in need to rent a truck, good service and lots trucks.
The office clean and they follow COVED 19 protocols 100

Our experience was outstanding. We were stuck, last minute, and Ethan was great. He even recommend a repair shop for our broken down truck.

The customer service man was friendly and professional. If you're in Waterloo, this location I do recommend.

I called to book a uhaul and because it was the end of the month i was told need to have $500 deposit. Never have i heard this before nor have had to pay a deposit like that to rent one for 4 hours. Extremely rude on the phone asked to speak to a manager and was told he was the manager. Because of the amount of deposit I was told i needed I was not able to get a U-Haul and wasn't able to move the things I needed to. I asked if I come in is it posted that this is what is needed to rent a Uhaul $500 deposit and he said no.

Had the pleasure of being helped by Ethan today. He provided fast, & knowledgeable service that made picking up a trailer as easy as I could ask for. Thanks Ethan!

Very bad management. Management has lack of empathy. On the 1th of September (every first is a moving day and is very busy) they scheduled 1 person and 1 trainee with on experience (less then a week) even tho I reserved the trailer the day before (because staff told me if I hate waiting in line I should reserve it to skip the line) so I reserved it for 9 30.came to get my trailer ended up waiting 1h and 30mins was late to the job 1 hour. And ended up waiting in line anyway. Moral of the story save your self time and nerves. Don't come here.

The online pickup was especially easy, the truck was very good, and they came in under the estimate.

Terrible place. I booked truck online like I was directed. Came in the morning to pickup truck. Got truck online but they told me I can't have it because they are renting that truck to someone else. Just because they are getting more money from other person I was declined that truck. Then they didn't have truck same size, they didn't have equipment that I booked and need. Extremely disappointed with service.
I wouldn't recommend this place.

Everyone we dealt with was helpful. Storage unit was clean, easy to access and easy to check out. Same with the truck rentals. The online check out has made life very easy

The boxes they sell - WORTH EVER SINGLE PENNY! - durable, easy to use, easy to move, and fully returnable.

Thank you Ethan for your help! You made our transaction smooth and easy. Thank you

They scam you, just like all the other reviews say. I wish I rented a truck from Home Depot it's hassle free.

Never rent a locker here. They block all entrances regularly with empty vans and employees that don't care enough to move them for customers who pay $240/month to access their lockers. Then their employees will harass you when you ask them to move. One of the worst customer service experiences I've ever had. Never again.

I was helped by Ethan Kennedy. He was extremely helpful. He gave me a few solutions to my future move I didn't think of at the time which will definitely help when the day comes. Thank you!

They messed up our rental by accepting the reservation for a nine foot cargo van, but not actually setting up the van for self check out almost ruining our move. This was one of the worst experiences I have ever had as a customer. Inexcusably incompetent.

Trucks are taking gas like horse water. 100 km 40 liters of gas empty one way back with riding lawnmower 200 km 80 liters of gasoline, ridiculous.

They scam you on gas and mileage. This location should be fined or shut down. Take before/after pictures of your gas tank and video record your trip. Then report them to the authorities.

Scam. Unethical people working at this business. Karma will get you - look at all the reviews of people reporting you scammed them.

The location doesn't look like much, but it got the job done & the guy there was very friendly. As others mentioned, I did get charged for fuel at the end.probably could have saved this by filling it up myself, like any other rental.

My question is: why allow people to order a truck online if there are no trucks available? I'm moving tomorrow (ordered the truck 3 weeks ago) and Uhaul called TODAY told me that the only truck available is out in Stratford? Who does business like this? I will never be using U-Haul again!

Horrible experience. The woman working (short brown hair) overcharged us for fuel after I fully filled up the tank. I explained I filled it up but she refused to waive the fee because of what was showing in her system? Wish I read the reviews here before renting as this seems like a common occurence at this location.

Needed a storage unit for one month when My daughter finished my degree and this was an excellent choice. The unit was clean and online reservation and check in made the whole process easy and quick. When checking out of the unit, the staff were very nice and helpful. For my daughter who was a student, she was looking for something easy and hassle-free and this place was a great choice!

The service is horrendous. The women working there was so rude. Overcharged us for gas even though we returned it with the same amount. Do not rent from this place! Scammmmmmmers!

If I could give zero I would. The female with short brown hair was so rude it was ridiculous. The gas might of been a tick under what it should of been and she charged me $15 for no reason. This is no way to treat customers. Skip this location!

The woman at the front desk, Sherry I believe, was very unprofessional and rude. Worst experience at a U-Haul. She's supposed to be the manager!

NEVER AGAIN! Went to this place expecting honesty on a simple van rental for few hours, here what happen. A young lady, not too friendly, sitting there like a stone treated me like I new everything about U-Haul. Lacking complete understanding about the possibility that someone could go in the store not knowing how U-Haul operates, I went through the process, left with the van for few hours, to comeback 2 minus after 8: 00pm to learn that the only way to return the van was for me to go online on my phone, create an U-Haul account, watch a video, answer bunch of questions, take picture of the seats, pictures of back empty cargo, pictures of place parked, pictures of gasometer, pictures of kilometres, and load all of them on their website so they would be satisfied and then drop key in the slot. Guess what, my phone died, I DID NOT KNOW the system was functioning like that, the not friendly young lady did never tell me about it, plus she had wrongly scheduled me to returned the van next day, I was hipped off, overcharged and been an weekend with very busy schedule had no time to drive back there, I will pursue further action on this latter on. JUST DON'T GO THERE!

They deliberately overcharge you for fuel, like the other reviews state. Be sure to bring a camera to record your trip, otherwise just rent from home depot.

One of the best storage places. They provided a new lock, took no deposit fee, pay is monthly. Easy access.

They charged $40 extra for fuel! Luckily I have detail video (time, place, fuel and mileage) when I picked up the car and returned it! Will post it everywhere

The gents working that day did a great job as always, if those lads ran the store full time, I send any and all business that to that branch

Really love the woman at the front desk. She was really helpful and friendly and made moving much better!

Good staff and service, ended up with a truck with extra fuel which was a bonus. U-Haul needs to figure out their app however, it does not work for checking out a vehicle. Fortunately the staff know this and are quick to apologize and work around it.

Have had good experiences with U-Haul in the past, but experience today was horrendous. Reservation was pushed back 3 hours without notice, when we attempted to pickup truck they couldn't process payment, and cancelled our reservation. They didn't help finding another truck or anything, literally told us to "go somewhere else. "

There is no option for less than one star. If it was there I will probably rate my experience with zero star. Very poor management. So I rented u-haul for very first time and I paid almost $400 to them. Very poor explanations from staff. If I knew it before booking an u-haul I won't book it. But I will be not going back with this company again. And also can't recommend to any other person in my life. Very rude staff specially person called MARK. Someone Please let him know about his position sometime he don't know how to take payment (as he said I am on training from one week) and in next minute he will become assistant manager.wht the hell. A very big NO NO to U-HAUL.

Forgetful and unorganized. I ordered a uhaul over a month prior and still had to go get the equipment out of town!
I even stopped into the store three weeks prior and two days prior. Would never use this location again.

Friendly staff and newer pick up trucks to use. Only I had was their website, but that is a head office not the locations fault

Just glad I have them! Reliable, organized when your not, and easily finds a way to get you moving at the most affordable price! Great staff always smiling and happy to help when you need it most! James is a great asset to the team.

Had a reservation at another location that flaked on me they were able to save my move when I call to see if they had anything available, on short notice they were able to get me a truck size I needed as well as storage. Will always recommend this place to friends and family for any moving needs. - Wild BIll

I'm so HAPPY with this service. This is my first month with my things here and I can access it so easily and I just got a reminder when it's time to pay again and I LOVE reminders. THANK YOU to Waterloo uhaul for making my life easier.

This location was fast, friendly and was able to accommodate me on short notice. Will recommend to friends looking to move.

I’m a repeat customer, good location but parking can be an issue. Stock of vehicles is good too. Always use these guys when I need a half ton, quick and friendly service!

They overcharged me $20. I drove only 32km, and they claimed I drove 52km. The way they calculate mileage sketchy. Go to Home Depot instead. The drive was 30 min round trip within Waterloo and in total they made me pay $60 + gas. Not worth the hassle.

The service is quite good and prices are affordable. The addendante, nevertheless, was a bit rude and showed no care about my doubts.