Customer Reviews for Empire Car Rental
Customer feedback is extremely important to us. We use these reviews to guide our efforts and improve our service. Everything that follows is direct from our customers, without any filtering or editing on our part.
Testimonials from recent customers of Empire Car Rental
Excellent customer service. The speed of service was also appreciated.
The yard is rather muddy and the pits on the soil. They didn't look like it was clean it but I wasn't expect it to be super clean. It's a moving truck. They kindly gave me blankets because it was a rainy day and he bed was wet. They didn't charge me for the blankets and I was happy about that. It served the purpose and service was helpful.
Staff was very helpful - knowledgeable and quick service - thank you very much - we will use this location in the future.
Sales rep was very helpful and made sure I understood the contract, was comfortable with the vehicle, etc. A number of reviews on here are negative but I had a very positive experience with this location.
Also, highly recommend purchasing the cheap Smart Move insurance. The cargo van I rented was hit while parked on the street. We didn't witness it but the front end had considerable damage. The insurance covered everything except for the $150 deductible.
My 2-day rental with 800km quoted my price at $197.00 - Then for some reason I was charged $358.73. This is completely false advertising and I will be making a complaint to the Canadian Better Business Bureau.
dirty parking lot, very intimidating location, not clean. A physical building rather than a trailer would be more inviting.
It was pretty muddy, which made it hard to drive into, and not the easiest place to find (no clear signage, at the end of a dead-end street, etc.). Still relatively convenient and the staff was helpful.
I did not pick up the vehicle at this location. as a matter of fact i got a run around and i ended up getting the vehicle at 5PM after UHaul changed location three times. Extremely poor, EXTREMELY dissatisfied.
Both employees were wonderful!
Basically a giant mud pit with a sketchy trailer parked with key drop off. Did an after hours drop off where the web browser checkout failed five times before I download the phone app. This also failed twice before working. We called customer support and were hung up on the first time. The second person was not very helpful. Finally the app worked and we left.
The area is very dark and desolate. Not recommended for after-dark drop off for people alone. I was very glad to have asked a friend to come with me. That should be advertised.
The woman working there was fantastic. I would suggest making the advanced check in mandatory or increase visibility of that. Of the 6 or so rentaly being processed at that time I was the only one that knew it was there. It would drastically improve turnaround time at the office.
There should be no smoking policy in the UHaul vans or trucks for those that are affected by cigarettes. In the rental place, no pets in there too
I ordered a moving dolly with my truck, which was confirmed with my order. Upon arrival I was told the dolly was not available. Nobody bothered to call me or reach out to me beforehand about this. The dolly was a crucial part of my move. It's unprofessional on this location's party to assume that I would be okay with not having the product I requested.
Truck was dirty inside, and had a flat tire that we didn't notice until getting it home. They fixed it, but it nearly messed up the timing of our whole day. That being said, the guy at this location's office was great to deal with.
I made a reservation to a location and I got a call a day before to inform me that what I ordered was not available. I had to go way too far from the initial pickup place and I did not have the choice because of the last minute notice. I understand you are cheaper but this is terrible service.
Great staff working at this location! Friendly and accommodating. Will use again in the future. Thank you!
Location was a junk yard. The person running the trailer was not there when I arrived.
It was great, fast and inexpensive!
The person who was running this location wasn't there when when I got there for my reso. The lit was empty I called Uhaul, who are actually not able to help if your location has a problem. It took 20minuted to find him. When he drove up later then he said they don't have bathrooms in the premises so he had Togo somewhere else. If that was what he was doing why do it during the time you have a reservation and if he had to go that bad, human nature, why not leave a note? Sign in the door? You know someone is coming? And why did it take 20 minutes just to find you? It just seemed weird and when I finally got my reso 40 minutes after my reso time. He got in his car and drove off again... Maybe he hadn't finished using the washroom? Or maybe it was all a big lie and he just was at a lunch. Either way, he himself didn't redeem. I was already frustrated, he kept calling me Hun and making jokes about if I needed to use the washroom he could drive me there. I said "no thanks I just need the van I reserved" it was awkward. Please don't go here.
Prior to coming to this location, I made a reservation to the Queen St location. I made the reservation for 5pm for 5 hours on Monday. At 2:01 pm on Monday (the day of the pick-up) I received an e-mail saying my reservation was at 3:00 for 7 hours. I tried to call them to explain that I had a confirming e-mail for 5:00pm and no one answered the phone. I called 6 times, until finally someone picked up and told me they closed at 4:00 so I had to go get it at 3:00 because that's what the reservation said.
I called the location on Mulock and told them what happened and they were so accommodating that I switched my reservation to their location and was able to go pick-up the keys at 5:00. They were helpful and that's how they maintained me as a customer. The queen w location was horrible and rude.
Might want to fill in the giant pothole at the entrance, which essentially turned it into a giant mud puddle. The staff member working at the time (young female) was friendly and helpful.
Have the equipment that you reserved ahead of time actually there or make one available elsewhere and not charge extra- they are all the same company service. The mileage allotment is far too little for the city of Toronto.my allotment, 32.19km only got me to my storage unit, which was 28km from the truck pick up. Uhaul business plan/operations are bad faith, sneaky and subpar in quality of trucks.
ITS AN AWFUL LOCATION. DIFFICULT TO FIND WITH NO PARKING NEARBY. the yard was muddy, and looked like a fly by night operation. It must be an embarrassment to work there.
The location was very far. The staff was unfriendly and very rude. In her phone and with an attitute. The lot looked like a crime was committed there. Seriously in the entrance there is a massive hole!!
Awful experience. Ill never get a unit from there.
Costumer service was great!!! very convenient location. The lot where they keep the trailers and trucks is in appalling conditions! Maybe this is how they keep their prices down compared to the rest of truck rentals.
Well, it all started out that I my ideal place of pickup was the Queen and Dovercourt location. It was not indicated to me that my vehicle was not available at this location other than on the confirmation. I'll admit that's my own fault: I should've double-checked the confirmation. But the location that I was given was almost 40 minutes away. Some sort of notification or choice of alternate pickup location should have been provided.
Upon attempting to rectify this issue, I had my pickup switched to a different location in which I was told I would get an email clarifying the switch. When I double-checked my email, all that I had a received was a confirmation for the old location. I called the location and explained to him that I was going to be late and told everything I told you up to this point. He was surprised to hear the reservation based on my location was made where it was. I then tried to confirm if they had received any sort of cancellation and they said "no".
I then was on the phone with four to five different operators, all of which were terribly rude (snappy use of words, interrupting & impatient), one of which switched me to the completely incorrect section. It was finally determined that my previous reservation had been cancelled and a new & closer pickup location had been provided. Great!
The van had garbage in it, and spelled like manure. Not so great.
After getting my vehicle, everything seemed to finally be going smoothly, but then the owner of the location of where I had the initial pickup called and asked when I was coming to pickup my vehicle.
Clearly there is a breakdown in the communication within your organization, and also there seems to be a discrepancy in what is considered "good customer service" as most of the Uhaul representatives were unnecessarily rude. I realize that it was the end of the month, and things are crazy for you guys, but being rude will not make their job any easier, nor will it rectify my issue any faster.
The location is not good and they overcharge me about 25 kilometers more than i used.
They never answer the phone
I have no complaints or suggestions except that it was a little hard to find. The address appears to be on the left hand side whereas the office is actually on the right hand side of the street.
I rented a truck for a long-distance move from Toronto to Kingston. Was told I would get 3 days and 638 km. Returned it in 1 day as a favour to them and got charged an additional $116 due to a system error claiming I went over my KM. 1st customer service rep said it was an error and that she would refund me. 2 weeks later and no refund. Called again and the guy was extremely rude and unhelpful, saying he would not refund me and that I did not have 638 km, even though I have photographic evidence to the contrary. I will not use U-Hail again.
while the girl that looked after us was excellent and you should have a question on customer service with this questionnaire. The vehicle however smelled heavily of pot and even though we drove it with windows down we weren't able to get rid of that gross smell. If it wasn't for us to have to get the move done and needed the vehicle so bad we wouldn't not have taken it. Neither one of us touch drugs or even drink so the smell did make a bit sick to our stomach.
Was charged for Fuel even though the tank was filled to the correct capacity. Calls to this location were not returned.
This is the 2nd time I've rented from 186 Milock in Toronto and both times there was no one on location. Both times the office we locked and the person no-showed. I waited on both occasions an hour until someone from another location came to the site to give me the truck. On this most recent occasion it cost me an extra $150 because my movers sat there waiting for me. I'm extremely disappointed in the terrible customer service that I've experienced with uhaul. My U-Haul Contract:95494172.
Horrible horrible customer service. Was overcharged for a rental, contacted them the next day and they said they would correct it. Had to call back three more times and never got it sorted out. Ended up having to contact the U-haul main office 3 weeks after the rental to get it sorted out.
was very dark when I returned the van. some more lighting would have been greatly appreciated.
No customer experience dropped of the car at 530 sept 13/15
Called their office the next day to advise them I had returned the truck I left a message
Still no call back
My rental started a 1/2 hour late because an employee locked the trailer keys in a truck and the boss didn't have the keys to that specific truck.
Ensure that the vehicle is ready at the time agreed on, not two hours later, and make sure that the vehicle isn't at a different location across town.
Please also be sure to tell customers of any problems when you know about them, don't make them wait an hour, expecting the vehicle to be brought over, before telling them they need to travel to another location to get their rental.
A very good service, the gentleman at front desk is very proffecional at his job
The location was inconvenient. The power was out when I was there, the computer was down and initially they were not going to give us a van. The lady renting the vans was very helpful in a difficult situation and we got our van. The milage was incorrectly entered but corrected on check out.
There were 3 trucks and was a little hidden. It was all gravel and very broken down. Guy was nice and I did what I needed to but not a pretty place for sure
Great service at the front desk early in the morning!
I booked for 3pm. I got a call to say that the representative would be late so to show up at 3:45 which I agreed to. I show up at 3:45 and no one is around. Called and no one picks up. 4:15pm comes around and then the rep shows up. Pretty nice guy though but then spent almost 30 minutes dealing with other things on the phone with another guy. I left to park my car elsewhere and come back and it still wasn't ready. I finally left at 4:50pm. I called shortly after arriving to my destination to find out the dozen moving pads I paid for was not in the truck but once again no answer. I wake up to be charged extra for the pads. They don't answer their phone, they don't check their messages, and they will waste your time, but they will process the payments on items not received
After waiting around upon drop off to guarantee that no additional charges would be face (fuelled exactly to where it was at pickup) we were faced with charges of an 1/8 tank of fuel and far more mileage then was actually done. I have tried reaching this location various times by phone and have left numerous messages. Please assist in getting this situation cleared up. Feel free to contact me anything by phone or email.
I showed up to a practically empty car lot and a trailer. There was no one there and I waited about 45 mins for the representative to return with the cargo van. Representative Fred was unprofessional and I would never go back to this location.
they changed my pickup location on the same day and it caused me lots of trouble and the owner wasn't helpful at all and gave me lots of stress in the day of my moving.
i was moving out of condo and i had movers waiting and my elevator schedule was messed up and caused me loosing money
i never gonna rent a truck from u-haul again
The staff member at this location was very professional, efficient, friendly and informative. Thank you.
Confusion instructions, no confirmation phone call, wrong vehicle, person on the phone gave me the wrong closing time and other information... Generally disorganized.
Great experience overall. I would say that the entrance needs to be patched up. Very bumpy pulling in and out.
Ray was excellent service rep.
Van was filthy, indicators did not work putting my life in danger.
The sales person was very courteous and knew the product very well.
the person helping in this location was extremely helpful
Person was very rude late and unprofessional. He did call me but left no message. I don't know who calls it just shows a number. I waited while he was on lunch no one else was there to cover his lunch.
I arrived on time but it took over an hour to get my truck because there was one staff member and four other parties picking up vehicles. I was told that the truck was 1/4 full of gas but it was closer to 1/8. The truck was dirty but I was still reminded to return it 'clean.' I'm not going to use uHaul anymore.
Agent did not explain fuel top up policy fully.
Agent not available on return although well before closing time.
Fuel gage not working in truck so I could not read it.
U-Haul charged $55 for 8 miles use of fuel!!!
This is outrageous.
The customer service guy gave us excellent service, everything was as we wanted. Great service.
A large print edition of how to return would be helpful especially for us older folks who may have forgotten their reading glasses. It was an after hours drop off.
The staff at the desk was very helpful. Although the site seems a bit rough, the cargo van was excellent. The staff was very friendly and kind. The location within Toronto was excellent. Everything worked very well. I am very satisfied!
This 'location' is the last right on a dead-end street, and the 'office' is a portable trailer on blocks, in a fenced in dirt lot. There was garbage dumped at the back behind the trucks. I did not feel safe here.
There was a single employee working, and the customer ahead of me did not get his truck, as his reservation wasn't honored. I got my truck after a 30 minute delay. I did not get any of the blankets I had asked for, and only 1 of the 2 dollies I'd requested. The truck was dirty, and had the minimum 1/4 tank of fuel in it. Furthermore, the mileage recorded at the pickup end was off, resulting in confusion on the drop off end (it showed *negative* 1000km, which is clearly impossible).
What you could do for your next customer? Close this location, and be more stringent about who you franchise to in future.
Very poor service. I am extremely dissapointed. I reserved a truck for moving from my apartment for Saturday Aug 1 at 9 at 10 am. But when I went to pick it up it was scheduled for 3 pm and there was not other avaliable trucks. This was a huge problem for me cause I had reserved the elevator in my building( from 10 am to 12) and this can't be reschedule at last minute . The worse is that the secretary and I tried to call many times to main office for any solutions but no body answer.
Honestly the whole experience was awful, never expected this of a company like yours. Certainly I won't recommend it .
Friendly staff and quick service. I was in and out in less than 5 minutes both for pick up and drop off.
There was one issue with the truck, the gas inlet was not working, I could not refuel.
I mentioned it to the agency and they said they'll take care of it. I hope they will address this asap, because it will run out of fuel shortly.
Due to some traffic issue, our employe braught the truck to this location instead of the the drop off location showing on document. After over 24 hours UHAUL resposible was calling us because they had lost the truck. It shows your tracking system is not related to all branches or that Mulock location does not put the entries of returned vehicules. We had lost time trying to support Uhaul in their traking concenrs and this should be very easy to solve.
Thanks for trying to be better next time