Essex retiree’s move to B.C. nearly derailed by U-Haul dispute

An Essex man’s retirement plans were almost halted by a moving company. CTV Windsor’s Travis Fortnum explains.

After more than 60 years in southwestern Ontario, Brian Gagnier was ready to start a new chapter — retiring to the mountains of British Columbia for a peaceful, outdoor lifestyle.

“The last time I went up to see my sister in Calgary, I made a decision,” Gagnier said. “I want to move up that way.”

Carefully planning his move, Gagnier booked a U-Haul truck six months in advance to transport his belongings to B.C., but just weeks before he had to vacate his Essex home, he said he was blindsided by a shocking roadblock.

“I went in to pay for the truck, and the young lady on Walker Road told me I was not allowed to take it out of Ontario,” Gagnier recalled.

“I said, ‘What if I just take the truck to B.C.?’ She said, ‘We’ll have you arrested.’”

The sudden restriction left him in panic mode — especially with flights already booked for family members flying in to help with the move.

“First thing I’m thinking is, ‘How am I going to get to B.C.? How am I going to get all my material stuff to B.C.?’” he said. “I had my sister and my sister-in-law flying down from B.C. to drive the other truck, and I already paid for their flight.”

“So it’s like, you don’t give me a truck — I’m stuck,” he continued.

Desperate for answers, Gagnier reached out to a lawyer and CTV News Windsor for help.

Just hours after media inquiries were made to U-Haul’s public relations team, the issue was suddenly resolved.

But he still doesn’t know why it happened.

According to U-Haul’s own FAQ, confirmed reservations are guaranteed.

The company states it contacts customers a day before pickup to finalize details, and if their reservation cannot be met, U-Haul provides a $50 reservation guarantee payment.

Yet, Gagnier said no one contacted him about any issues before he arrived to pay.

“There was no mention of any issue with leaving Ontario,” he said. “Then all of a sudden, they said, ‘We’re not allowing any trucks outside of Ontario.’”

Frustrated, he called a U-Haul location in Cranbrook, B.C., where staff told him there were no restrictions for trucks heading into Ontario.

“So I was wondering — why does British Columbia say, ‘Yeah, no problem,’ but Windsor says, ‘We’ll throw you in jail if you cross the border?’”

Beyond the logistical nightmare, the ordeal took a physical toll on Gagnier, who has a history of heart issues.

“I started getting chest pains. And that’s not good because I’ve already had a heart attack and heart surgery,” he said.

Ultimately, U-Haul honored his original booking and even discounted his bill.

Now, with his truck secured, Gagnier is finally on his way to B.C. He urges others to double and triple-check reservations to avoid similar stress.

“Check what’s going on with any rental company,” he warned. “You never know when something like this could happen.”