U-Haul Moving & Storage of Westside

If this had a minus star, I would definitely give them this. First problem with U Haul is their methods to deliver service. I rented a U Haul out of St. Albert, in which the previous renter failed to return. Last minute I am rebooked in Edmonton, have to drive there in rush hour traffic and then leave my vehicle on the street to take the cargo van, The reason why I rented in St. Albert was because I needed access to my vehicle. Picked up the cargo van, provided my credit card as deposit and left with the instructions of a return time on August 26/18 at 5:15 p.m. I returned the van on August 26/18 at 2:45 p.m., two and a half hours early. The store was open and I stood in line to have the van checked in and was told by the sloppy man that worked there to put the van under the green tarp in the front area and leave the key in the van. I did this, parking behind another van and waited. After a while I got out to check to see if anyone was in the van in front of me, only to find out it was empty. I went back into the office, stood in line and was told by the same sloppy man that the person collecting the vehicles would be by in a short while. I explained that the mileage and gas tank was exactly the same as on the agreed contract. I was told if this was the case I could leave. I was not concerned as there was already another vehicle for return parked behind me. My partner witnessed a female staff member crawling into the van, reading the mileage and checking the gas. She then got out and started doing something else with another customer. On Monday morning I received a phone call indicating that they wanted to know when I was bringing the van back and they were charging me for an extra day. I called, explained this was not the case and as I was upset I asked them to call me back as soon as this was resolved. I did not receive a call back. On Tuesday I received another call/voice mail around 6:30 p.m. indicating that they were charging me again as I had not returned the van. The first charge on Monday was for $27.51 and on Tuesday $37.75. I called, explained that the van had been returned, the time, date and location. I asked to be called back, but this did not happen. My husband called later and they once again said that the van had just been returned that evening. When he explained they said that the location was closed and that he can call them tomorrow when they are open. I contacted the credit card company on Wednesday morning, got confirmation that both additional billings had gone through. My husband called the store and he was told they will be crediting the money. No explanation, no apology, nothing. I read a notice in the office saying that they guaranteed 100% customer satisfaction that their order would be exactly as planned. NOT So, stay away from this West End office and perhaps completely away from U Haul

Long story short, my uhaul order got really really messed up. I had no idea how I was going to make my move happen even though it had been booked well in advance. I called their Edmonton traffic center and was put in touch with Grant. He listened to my story patiently and calmly and was able to put me in touch with with the amazing people at this location. Grant is a saint, I was pretty worked up when I called him and he was able to quickly problem solve and point me in the right direction. I arrived at this store 20min before they closed, a tough customer for any rental agency. The first person who treated me was Hunter. He had no clue what had happened to me but treated me politely and seemed like he legitimately wanted to help. As he was trying to find a solution to my booking Grant had gotten in touch with his manager Robyn and explained my situation. All of them together were able to swiftly make right on many wrongs and get me the vehicle I needed to complete my move! Hunter, Robyn and several other staff members stayed late to help make this happen and I couldn't be more thankful. I went from having possibly the worst customer service experience of my life to one of the best I have ever had. I want to personally thank Grant, Hunter, Robyn and all of the other staff who made this possible. You guys are the greatest! This store is very busy for a reason, they know what they are doing. Treat them with respect and they will give you the best service you can imagine. Thank you again so much I will never deal with another uhaul location ever!

Apparently this company has no problem risking the safety of their customers. They don't put winter tires on their vehicles, and the damn thing was nearly impossible to drive through the snow. I rented a truck for two days but was only able to use it for one because the damn thing got stuck in our driveway. If there was a negative star rating, I would use it.

There were ups and downs with the facility. We came on a slower afternoon, some small issues with the hookup of the 5’ 8’ trailer, but nothing major. We signed the papers and left, only to check the trailer when we got home around 15 minutes later to find it was filthy. Obviously we were distraught to find it like this as it’s to help us move bigger objects just as our mattresses to our new place. We got the phone with a corporate office who helped us organize a way to get us a new trailer. We came back to the facility, arriving 10 minutes after close where Melissa waited for us. She was very apologetic and resourceful. She offered to either get us a different trailer or clean our current one. We opted for her to clean it. And let me tell you this was probably the cleanest U-haul trailer in western Canada. She took around 30 minuets all said and done to hose it down, wash it with a mop and bucket, and then lend us some moving mats to protect our belongings further. We also received 50% off our rental for the troubles. Long story short, if you have a problem with your rental just ask for them to fix it. We walked away with a cheaper cleaner trailer, only causing us around a 90 minute delay. Thank you so much Melissa for your excellent work.

Obsolutely horrible company and staff they are highly negligent in their profession and take no pride in offering a service to others. The storage facilities themselves speak verses, their appearance and overall cleanliness is absolutely absent. This facility is also overrun with a rodent infestation and has squatters that live inside!! The staff does not care to remind you about bait boxes or storage insurance as to set you up and protect themselves. ANYONE READING THIS PLEASE DO NOT USE THIS SERVICE OR I PROMISE YOU WILL REGRET IT. THERE ARE MANY BETTER ONES THROUGHOUT EDMONTON AND THIS PLACE SHOULD BE SHUT DOWN!!!!