U-Haul Moving & Storage at Orchard Park

Absolutely horrible hours...the first time we rented a moving truck we somehow locked the keys in - and as I ran up to the door at 4:30 the last person locking up said she was done for the day, going home and refused to help us. The drop box is confident unless you have any issue...then your screwed. Second time we rented a truck, they handed us the keys and when we got in, there was 1/8 of a tank of gas. Thanks uhaul...sure helpful to have to stop for gas on moving day. Thankfully they gave us a discounted rate for fuel. I thought our second experience with uhaul would be better than the first, but I was wrong. Likely won't ever try a third time.
8 years ago (07-01-2018)

Staff was very friendly and helpful here there's another U-Haul closer to me but I go out of my way to this one for the good service... just change this review from a four-star to a five-star have used them a couple more times and have had nothing but a great experience thank you you haul
8 years ago (16-12-2017)

Short story: Disorganized, poor signage, and staff appear to lack support and direction from management. Long story: There are 3 entrances into the property (which I discovered too late). I entered via the first entrance I saw, the one closest to Cooper Rd, but quickly discovered that this was the exit end of their setup, although there were no signs at the entrance to indicate so. (I checked again when I left. The middle entrance has a no-entry sign, and the entrance at the far end has an entry and a drop-off sign, but nothing to be seen from the road as you approach the exit near Cooper Rd.) There were a number of employees in the yard, but no-one offered any direction as to where to go or where to put the trailer. In order to get out of the way, I just picked a random open spot, and had to monkey around to get the trailer lined up in the correct direction (since I was against the flow). None of the staff offered to direct the trailer back, even though a few appeared to have nothing else to do. When I went inside to do the return, I found a large, open space full of stacks of boxes with nothing visible to indicate where the drop off counter was. I followed a couple of other confused customers until we found a desk at one end of the room. The attendant was walking off with another person, didn't indicate whether we were to wait (or even acknowledge that we were there) and left the room. We stood around waiting until a very self-important, "managerial" looking man in a U-Haul button down wandered in playing with his phone and with some young man trailing him a couple of feet. The manager(?) said hello, which we returned. I said I was trying to drop off a trailer, which this guy simply shrugged off with a laugh, then played with his phone a bit before wandering away with the young man still in tow. Over the next several minutes, he made a couple more appearances while we waited, with no further acknowledgement of those of us that were waiting. He just strolled around very casually, periodically playing with his phone, looking like he had nothing to do, still with the other young man very awkwardly trailing him. When the attendant did finally return, she was very helpful and apologized that they were short-staffed. Another attendant came in asking about my truck, to which I chimed in that I was trying to return the trailer. The first attendant gave her a phone on which to do the return outside (the app apparently wasn't working on her own phone), and I followed the second attendant out while she set one of the other customers up with a truck, and then helped me unhook my trailer. She was very helpful, but unfortunately she couldn't find my rental contract in their system, even with the paperwork I provided that clearly showed them as the drop-off location. We went back inside to sort it out, but seeing there was another lineup building inside, she offered to do the return and send me an email receipt (since I'd paid via credit card) so I could head out. I accepted her offer and departed. I did receive my receipt shortly after. All in all, even though the staff's customer service skills could be improved, they seem like they want to be of assistance. Whoever is in charge has done a poor job of setting up the work space to be navigable and doesn't appear to be lending any assistance to staff, either by jumping in to help or even in offering guidance and support.
8 years ago (28-06-2017)

Excellent service, very fair, and quick. Jim was very helpful. Thanks
8 years ago (28-01-2018)

Don't go here. None of the staff were trained properly and everything is very unorganized. Hidden fees everywhere. We rented 2 Uhauls from Kelowna, they could only supply one truck so we had to pick a second truck up in Penticton. That's ok. Penticton Uhaul gave us 400 allowed miles which was more than enough with no extra charges, Kelowna Uhaul said they are all free included in the rental. Upon returning the truck, they scammed us and said we only had 90 allowed miles and said it was 0.80cents/mile which resulted in an $85 dollar surcharge on top of our rental. We asked why are you charging us, when Penticton's contract was free and all included? Lady laughed and said, that is just my managers rules. I never had this much trouble renting a Uhaul anywhere else, strongly recommend using the other 6 local neighborhood dealers.
8 years ago (01-12-2017)