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
Service was fast and friendly!! Highly recommended!!
Ray is fantastic. Many thanks!
Really great customer service!
Truck was not available at my location and was not even notified until I called. Another truck was reserved for me, but at a location 10 times the distance from where i had planned to pick up. Lack of communication between locations as well- no one knew I was coming, and was not given much of a discount for all of the inconvenience. I also asked to return the truck to another location, more convenient to me, but was told I was not allowed to.
Despite having returned the vehicle with the required 1/2 tank of gas I was still charged for gas and the representative insisted I did not return it at an adequate level. If it was just under a 1/2 tank as she claims then it still shouldn't have cost the amount that was charged. In the future i will be sure to take photos for any discrepancies.
CHECK THE MILEAGE AND FUEL LEVEL!
The guy that works there gave me the paper work and told me everything is set. When I got into the truck I checked the mileage and it was off by 40 km (which would've been e a $30 charge!!).
Also, the paperwork work indicated a full tank, however, when I checked the truck fuel level it was 3/4 of a tank!
I also asked for a dolly, at the desk and when I went to the truck there was nothing inside (I had to go back remind him and I carried the dolly myself).
check before you sign anything
The guy serving me was awesome. I may go out of my way to rent from that location again next time. Two thumbs up.
A little bit tricky to find the Lot & Office. Perhaps more clear signage on Mulock Ave would help. Overall great experience, thanks!
Please note that drop-off was NOT made at Empire Car Rental on Mulock Ave.
Drop-off was made at
This location was hard to find and there were no people on site. The parking lot was dirty and inconvenient. It seemed like an abandoned lot.
Not much. I was a first-time U-Haul customer and had a really good experience. Staff were courteous and helpful. Thanks!
Just an ugly muddy lot full of puddles, poorly marked.
The confirmation for the rental I placed 1 month in advance was not correct. When we arrived to the rental lot, which was not well marked, they didn't have all of the equipment that I reserved.
Upon return I received a phone call 4 days later saying that I hadn't returned the equipment, though I had and had already received a receipt for the rental. Overall, it was not a very good experience.
Have the things the costumer reserved
It was a very hectic day (Sept. 30) and very busy (traffic due to an accident) staff was very nice and willing to help.
Friendly staff fast in and out service
I've had dealings with this location twice now, and both times it was a poor experience. The best uHaul experience I had was with the location up the street:
All Canadian Self Storage
(U-Haul Neighborhood Dealer)
207 Weston Rd
Toronto, ON M6N4Z3
That location had excellent customer service, we didn't have to wait long, our booking was confirmed as we booked it! I will probably only go there from now on.
Overall, happy with the service and rental. The location is sketchy. The staff were pleasant and professional. Truck itself a bit battered but worked fine. Had tried calling several times to confirm reservation but always went to a voice msg. Bottom line --- my expectations were fully met and the price was reasonable.
At the last minute, U-Haul switched my location. It threw a major wrench in my moving day plans – as it was way out of my planned route, but also because I'd previously booked a U-Haul at that very location with the intent of figuring out the route and location to make my move day go smoothly – but the real stinger was that U-Haul failed to even TELL ME that it had changed my location. I found out by checking online and by then it was too late to do anything. I am FURIOUS about this. I would not recommend U-Haul to ANYONE. I think this was a completely disrespectful thing to do to a customer – especially one who had rented two trucks and a storage unit. U-Haul had absolutely no consideration for me or my needs, my time, anything. This was a horrendous experience and I'd like to be compensated – I did NOT get what I paid for, at all.
The yard was a a bit of a mess, but the service was friendly and the location was convenient.
I received the worst customer service at this location. When I arrived, the employee there said that I was late and that I was scheduled to pick up the vehicle at 10am. I check my email confirmation and it said 11am for a 6 hour rental (27375013). She told me I'd better hurry because I only had the truck until 3pm. This did not match with my original booking but she stubbornly told me that that's what my booking was. I was moving so I felt rushed and had just take booking she was giving me because clearly I had no other option. I had to park my car at a McDonald's across the street because there is no customer parking at the lot (!?) She had me quickly sign the contract without going over it with me or informing me of any details. The traffic in Toronto is very bad all the time so 4 hours did not turn out to be enough time to have the truck. I called the UHaul location to tell them that I would be late (and thought they would be fine with that because I had originally booked the truck for 6 hours anyways and allowing me some leeway would be the least they could do for screwing up my reservation). The UHaul employee (Marcus) on the other line was extremely rude and basically told me "look at your contract, you have to be here at 3pm. You signed it. You'd better be here or you'll be charged". I've never actually been spoken to this rudely over the phone. It was incredible how horrible the customer service was. I will never use UHaul services again.
First off the location is very shabby. The office is a temporary one and not a permanent building. it's within an RV. Then the vehicle was returned late. I had reserved a dolly but didn't have one when I went there to pick it up. All in all a very bad experience with this uhaul location. I have rented uhaul previously within Toronto and this was by far the worst experience I have had. Wouldn't recommend this location to my friends and family as well.
NO DEBIT MACHINE WAS NOT APPLICABLE
We were from out of town so we weren't sure where to go. weed growth outside of compound made it questionable. Odd place to go pick up so signage would be a benefit. But Once inside the clerk was attentive and polite.
I rented a cargo van and it was very dirty in the back. The vendors were otherwise great people and I had good service.
Location was not easy to find, the lot was small and unpaved and the office was in a small trailer.
Send them to another location. Loaded the trailer by myself in the pouring rain because no staff was at this location. Had to pay over the phone without any contract documents. Trailer was extremely dirty.
When we were returning the truck at the designated lot on time, the location was full and had closed early. We were left to find another location on our own to leave the truck. Upon finding a second location, driving through Toronto traffic for an hour, that too was full. We wasted two hours of our time, and spent extra money on gas that shouldn't have been our responsibility. We were extremely disappointed with this locations lack of communication, availability and overall disinterest in their business.
Honestly, this experience really tainted my opinion of this company and will think twice of ever using this method for moving in the future.
What to improve?
I don't know your system, but I imagine each lot has an idea of how many trucks will be returning to that location (as it is listed in each contract). Lots should NOT be overbooked, and in the case they are, it should be the responsibility of the lot manager to CALL their customers and direct them to another (available) location. That is just courtesy.
The first place i called did not confirm my order. I was lucky i called the night before to ask if i should get an email or something to confirm...
The woman Diana (supervisor) was great and said that she would speak to that store (45 dover court).
Luckly, she found me a van but i had to go way out of my way.
The first agent (dovercourt) said there was not deal on Km even thought i was going over 400 km. DIana said she was wrong.
I will be using budget in the future. STaff need more training.
Service and staff was terrific - very friendly and seamless. The location itself (the lot)...was a bit rough around the edges but that doesn't impact the service experience. I'd use that location again if I was in need of a truck in that area.
Re: question tow: The truck ran with no issues, however the engine light was on when I picked up the truck, the attendant at the pick up location said not to worry about it. The back of the truck and the cab were dirty (mud).
I was happy with my move, however I drove <20mi. If I had been travelling further, the engine light would have been more concerning. Overall U-haul is the best value for in town moves.
Everything was perfect ! I will definitely recommend this location to everyone !
I got a brand new van, everything was in perfect working order. I was late and instead of charging me for it the woman at the desk thanked me for parking the van for them. I will defiantly be renting from this location in a few months when I have to move again.
The lot is extremely crowded making it quite difficult and frankly dangerous for people to move their vehicles. The one person that was working was extremely bogged down helping move vehicles, sign people in and answering the phone making it a long wait time to acquire the vehicle. Finally, they blatantly lied and charged extra. I have took a picture of what I submitted the car at, and the amount they listed was a full 30 miles extra, putting me over the allowed amount and then charging me for it. In addition, that brought the gas level down and then they charged me for that. I'm fairly confident that is illegal.
I was extremely unsatisfied with the service that was provided to me yesterday. The girl who was working at my pickup location was brutally lazy. I called prior to leaving my house to confirm my rental and the correct location. It was confirmed. When I arrived at the pickup location, the girl working there (who was the same girl I spoke to 30 minutes earlier, confirming my reservation) said my reservation was not there. My phone number, name, or reservation number were no where to be found. She also claimed she didn't have a truck for me. I called customer service immediately because she refused to get one of her superiors on the phone. They found my reservation immediately and said the girl was just being lazy and didn't want to give me the truck. I finally got it from her, half an hour later. They didn't even give me a damn discount for the trouble and chaos that was caused because of her laziness. They also charged me $50 for 1/8 tank of gas. I will NEVER give a recommendation to anyone, I am severely disappointed and dissatisfied.
It is very difficult to find. Also, there is a HUGE steel post sticking out of the fence beside the key drop box. As I was dropping off the keys last night in the dark, I was watching the ground for the HUGE puddles in the HUGE holes and walked right into the post and nearly knocked myself out. Place is a disaster! No parking available either, street has no parking allowed! The trailer is a mess, the yard is a HUGE mess. Someone needs to check it out.
Customer service was not very cooperative and they were not present at the location. A few customers were just as confused as we were. We also received a phone call telling us that the truck was going to be towed at our expense. It was already a stressful 2 days - this added chaos was unnecessary.
Have the equipment ready for pickup, ie: other stuff out of the way. Also, the clerk said the trailer lights were working when they were NOT.
I booked a pick up one month in advance at a different location. It was changed unilaterally by the manager, so I called to request he honour the contract. He agreed to assist, but on the day of the move when I went to the booked location, there was no van and the manager was not there. It cost a 30.00 cab ride and extra time to attend a location farther from my move. (When I asked why the online reservation was not honoured, he said I should have come in to reserve in person so he could see my face.). The manager at the substituted location was highly professional and apologized for her colleague.
To improve, you should honour your bookings that are made on line. Thank you.
Excellent customer service.
I wish they would allow debit card.
Customer service clerk was very nice and efficient ! Highly recommend this location !
its all about how well you get along with people and a truly customer service agent that gives more than 100% to help a customer.
I requested the right to drop off in another city if the hotel didn't have parking for a trailer. The hotel called to confirm that they do have parking and UHAUL denied me the right to modify the reservation. I did it the UHAUL way and got charged for their lack of ability to serve customers. I have been waiting 4 days for the manager to call back - 3 days after I was supposed to return the trailer - go figure.
The service was excellent. The area was sketchy. But we ordered a 10 ft truck and none was available.
Almost didn't know it was there, and needed a truck not a van but that can't be helped if I didn't reserve
The Uhaul lady we dealt with was very helpful
Trailer looked old and a bit beat up with a few dings and some rust, but at no fault of the location's; trailer had Nebraska plates.
Lady at the office was great and very helpful.
Picked up my truck on a busy Saturday morning. Staff was polite and friendly even with a short wait to process the first few customers of the day. Truck was in good working order, 90% clean, and worked well for the move. On return there were no surprise charges and I was reimbursed for mileage under what was estimated. Overall, a great experience and I wouldn't hesitate to rent a truck from them again.
The location was awful,
No one was to be found - while I was backing in the trailer
, my husband said two customers came and left
When returning my slip in the box I whacked my head on a fencing pole that was protruding from the broken fence. Cut my head, almost blacked out and have had a wicked headache all day. Will NEVER use this location . Shame on U-haul for accepting such low standards!!!!!!!
Staff was very friendly and helpful.
This was a wonderful experience for us. The customer service was excellent!
As this was my first experience with uhaul, I was not made aware of gas service fee on top of the higher gas price used to fill up the truck
Excellent customer service, very prompt, nice and curtious.
The lady we meet was unprofessional and rude. I will help if partners understand customer service. At the start when we picked up the truck the lady was indifferent to us and barely answered our questions. When we asked where we can park our car she told us off hand to park in the street when the street is a no parking zone.
We left a table in the truck and after we drop of the keys we remember the table. We left a voice mail with the contract number, our contact number, and the time we picked up the truck. She didn't call me back. I brother-in-law who helped me finally got in contact with her.
She heard him out and said that she will call him back to arrange pick up. He told me that he wasn't impress with her attitude.
She never called back. My brother kept trying to reach her. Her voice mail was strangely full. SO he went down to inquire about the table. She was rude in replying that she had no idea where the table was and told him to leave.
I would not recommend anyone to use that location.
The 10' truck I ordered was filthy. The driver side widow did not move. It was stuck open halfway. The office manager said he knew the problem, and I wouldn't be to blame but no other truck was offered. I returned the truck with the appropriate gasoline level but was charged $35 for fuel incorrectly. I am sorely disappointed.
Got an upgrade to the 14' for no extra cost, which was helpful. The only issue I had was that the uhaul rep left the truck running for 5-10 mins after he drove the truck to the exit and then came in to finish the paperwork with me. I only found out it was still running hwen i came out of the trailer. This never happened before in the previous times I rented from here. Besides that, its a great location to rent from.
Everything was perfect! Cinda in the office is an asset to the company for sure. She was great!
Returned the truck in exact same condition as I picked it up (not so clean, especially the mats) but was charged a cleaning fee. The gas gauge was at 1/8th but the gentleman named Freddy (rude and condescending) specified 1/4 on the contract so I had to return the truck with more gas than when I picked it up. Not to mention the trolleys I booked online were not available but I was told "here it's first come first serve, you'll be fine without them". U-Hall lost my business.
The fuel level at time of pick up wasn't accurate and she wanted ti charge me $20
I had to ask to know how much I will be charged otherwise it was just a good buy
Excellent customer service. She was a gem. I will definitely recommend this location to friends.
It was an excellent experience. I booked the reservation online. When I arrived at the U Haul Location. The customer service Rep was very cautious and she has already prepared the Van for me. Wonderful service
provided by Cinda,,,,,
Will be recommending all my fiends...
Great customer service, polite, professional and prompt.
Empire Car Rental is simply the best U-Haul provider in the city. After a bad experience with another U-Haul provider who was closer to my house, I have learned to travel the extra kms and stick with Empire Car Rental. The staff are great, friendly and helpful! If you need to rent from U-Haul, rent from Empire Car Rental!
Vehicle I requested was not available even though they called to confirm. Agents were unable to provide me an equivalent or better trailer at their location. Overall, terrible first time experience. I will not rent from uhaul again.
Very friendly and courteous lady looked after me. No surprises, no extra billing, no BS; it was a very positive experience all things considered.
The service was professional and efficient and the van I rented was exactly what I needed. I was very pleased and would recommend Empire Car Rental to my friends.
Worst experiance ever I will never rent with uhaul again. I spend over 3 hours on the phone the day before my rental. First the person booking the rental booked our truck for our HOUSE move 1 week too soon. Someone called to confirm the rental the day before and we told them its wrong. That person then booked our truck for the correct day. The day before our new rental pick up no one had called to confirm so I called uhaul and they had told me that my truck is ready for the next day but now I have to pick it up at 3pm. I spent 3 hours on the phone being transferred back and forth between various departments (all over canada and the US) and I was not able to get a truck in the morning (when my original booking date was over a month before I even needed the truck) My family and I (including children) spent 3 hours sitting outside our former place (we had to be out by noon) essentially with our entire house sprawled out along a curb in downtown toronto! And to make matters even worse the person only called from the pick up location 30 minutes before they were closing to ask me if I was coming to get it.
Because of UHaul my family and I have had one of the worst experiences of our lives. The Audio/Video production company that I work for used to use UHaul exclusively for their shows, as of this experience that has all changed. I will never rent from UHaul again and I will make sure the company I work for never does. I did not receive an apology or anything from anyone. The only positive experience from this was one UHaul location in Barrie, the lady had taken time out of her day to call even more locations for me looking for a truck in the morning.
First let me congratulate U-Haul on the hiring of Teresa Loomis, your customer service representative, she is one of the best customer service representative of any company I have dealt with in a very long time, she is very pleasant, courteous, and knowledgeable, she immediately knew how to handle and resolve the problem, saving me a lot of stress, she should be recommended, hope you hire 1000000 more customer service representative like her.
and I am told by Fred Zein of the location the truck was rented from the problem is resolved. and I THANK you Teresa Loomis.
Staff was very prompt and friendly. Truck was clean in the back but the cab was only clean on the surface, papers and garbage behind the seat, cigarettes in the ashtray.
Customer service was excellent. I ran little bit late to the location for my pickup time and the lady working the desk promptly called to check on our arrival. It didn't take long for us to go through the process of getting details for the rental and signing papers. Everything was easily laid out. The downfall for this location is the mass about of garbage on site. As we dropped off our truck, the parking spot we were told to use was surrounded with all kinds expired food & drink with bugs. The one truck beside us had the back door slightly open and garbage was hanging out. There were also lots of old broken and unwanted items everywhere, surrounding the rental trucks. It seemed like people used the site as a garbage dump as well over time. The location is convenient but not inviting. It's not for the faint at heart.
Terrible customer service. We're scammed!!!!!!!!!!
Bit of a dumpy spot with just one on staff - took a very long time to make a simple drop. Would rather have such a drop location option than not, however.
The location is very obscure. It is at the dead end of an alley and there is only one small sign covered by foliage. I was parked right next to the entrance and didn't realize it. This was a very similar experience to another couple that was there at the same time. After a few laughs we figured it out. I put the trailer in the lot and left the site. It was a convenient location
I knew this location and was really upset when I made the reservation and it was only possible in this location, based on a prior experience.
I went and Costumer service was excellent, this time, maybe they changed the management team. The front desk staff was great.
The location is another story. Awful mudpots in the parking area and it had rain, so It wasnt much we could do, I would return to rent from them, but they have room to improve
i stood in the pouring rain/thunderstorm for 35 minutes as no one was at the location. i got no apology, just excuses. the ramp wasnt secured on the truck and flew out while i was in traffic. i think it may have hit another car as i was told!!! the drop off employee i talk ed to was nice. such a terrible experience, i woulld like to request a refund....35 minutes in a thunderstorm??? wtf?