The Van I rented was dirty and did stink. My wife almost didn't want to enter the car. When I returned the car I asked that someone could check the car. I was told to just park it on the street again some blcoks away from the rental station. I did not get a receipt or anything when I returned the car. For sure, the bill I received charged for gas which I had refueled. When I contacted the station later on, they said it was not their fault I was billed, I should check with U-Haul. The email with the bill did contain a support or service link that I could email my questions. Unfortunately the email bounced back as it was not valid. Trying to call U-Haul requires a lot of patience, like the wait time is more than an hour. The worst experience ever.
Heinrich R.
Customer Reviews for 1993329 Ontario Inc
(U-Haul Neighborhood Dealer)
Testimonials From Recent Customers
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.
Pick up was not contactless. The vehicle is not in the lot at the address for the location and it was unclear where to find someone to speak to. When I did find someone they were not wearing a mask. The vehicle was parked a couple of blocks away. It was relatively clean but quite dusty. A furniture trolly was ordered but was not in the vehicle. I didn't go back to the location to enquire because I was already running late.
Paul A.Refund my money and I'll shore my comment
RICARDO R.Arrived before the agreed upon time to pick up the truck. The representative for Uhaul had left for the day, even though we had per-arranged to pick up the truck before the office closed and arrived an hour early. Truck was not at the location and had to walk 50 minutes to another location to pick up the truck. Had to drop the truck off at the same location as well. No one from Uhaul was at the Danforth location and an employee of the other business has to call the other location to confirm a truck was there. This is completely unacceptable treatment of customers. I don't think I will be using Uhaul again or recommending Uhaul to anyone else. Totaly horrible experience on an already stressful day or moving.
Stephen C.Vehicle was not ready at pickup time (10:00am). It took me almost 15 minutes to wait for the employee to check me in via his mobile phone. I then had to walk two blocks to get the van. I returned the van early and took a picture of the odometer to show the KM. The employee did not want to see it claiming that they would take their own pictures. Days later I receive a call from the U-Haul main office saying that my rental was still open. Today I receive my bill showing double the KM I drove and only 1/8 tank of gas. The odometer reading on the receipt is totally different from my photo. Clearly the van was driven around and then billed to me.
Christopher O.Location sucks!!!!!! Didn't have the truck I reserved and asked me to go to another location. Gave me the truck 1.5 hours later and charged me twice for no reason. Calling UHaul tomorrow
Frank M.Company was great to deal with but they are actually located at 60 Sinnott Rd, not on the Danforth. UHaul needs to update this. I appreciate that the branch on the Danforth was concerned about me being able to get to the new location.
MARCWA P.Horrible van
ASM Ismaiel H.It took almost 45 minutes to pick up my vehicle making it a vary poor experience and a waste of time. As I didn't get the truck till 11:15. On top of that the truck was disgusting, it looks like it was never cleaned the dash was filled with dust and the seats lined with dog hair. I will never go through this uhaul again based on the poor quality and the additional charge of $15 for CDW which i declined when reserving.
VICTORALEXANDER H.Better signage at pickup location
John alan B.Specifically selected in store pick up rather than mobile pick up so I wouldn't miss any information or instructions. The people running this place just rushed me out the door. I asked if I had to do anything extra when dropping it off and the man working said to just park the car a couple blocks away (where I picked it up from; about 5 mins away from the office itself), and drop the key in the Dropbox outside of the office. He didn't give me any other instructions or tell me anything about the contract or additional fees. It was not until an hour after I followed his instructions to drop off the van when I saw the email with the contract that said that I needed to complete a formal drop off process online and that I would be charged extra if I did not. I was already home by this point so I could not complete the formal dropoff process online because it must be completed at the location of the vehicle. I called customer service when I saw this email and the woman working implied that this was my fault because I had not followed the instructions on the contract. I made it clear to her that I had not received or been notified of the contract because I didn't have access to my email. She said i should have known that it was my responsibility because I was dealing with expensive equipment that I should have known better. She told me there was nothing she could do and that I would have to call the office I picked it up from when they open the next morning. So I called the next morning and they said they got the keys and said the car was there so there was nothing I had to worry about. They tried to quickly rush me to end the call. Later that day I still had not received confirmation for my transaction. I had to call customer service back for them to inform me that the van drop off process had still not been completed. They also informed me that there were 2 people added to the insurance plan that I had no idea who they were and thus did not authorize these strangers to be added to my account. After being transferred around by customer service this situation was eventually escalated so the office I rented the van from would be forced to close the transaction. This was the most stressful experience. I would never suggest picking up from SSR Towing on the danforth. The in store pick up is nonexistent. You have to still do everything on your own using your phone. And according to the customer service I experienced on the phone, if you don't have access to your phone to complete the drop off or review the contract than that is your own fault and they are not there to help you whatsoever. In conclusion: 1) PLEASE NEVER USE THIS LOCATION 2) If your don't have access to a cellphone with internet with this company, you are screwing yourself over and are SOL at the end of the day.
Sarah S.Great and prompt service
Faizan A.Km should be cheaper.
Gil R.When I picked up the vehicle, I was asked my name to confirm the reservation and if i wanted CWD. I said NO, (as indicated on the online reservation) as it was covered on my CC. I was given the keys and told the truck was parked 2 blocks away. That's it. No explanation as to how the contactless system worked or to look for emails or texts to complete the pickup process. He did not even ask to see my DL or CC. When I returned the vehicle, he was outside looking at a car. He simply said: give that guy the key. I said 'don't you need to check anything'? He said, no, it's all done electronically. On Monday, i noticed that he pending charge was incorrect. I called the 1800 number and they said the rental had not been closed and that I had to contact SSR Towing. I had brought vehicle back early on Saturday, the same day as pick up. I call SSR and was quickly dismissed and told to call the 1800 number. So I did again. Now spending twice on hold. During the second call, the person at the 1800 number called SSR to try to sort it out. I was advised that I had accepted CWD and if this was not the case, I had to go back to that office to review with them. So I had to make a second trip back to the location. This is now Tuesday, and the pick up has still not been registered as returned. Melissa had to find Yousef to get the keys and complete the file closure on the spot. Melissa did sort out the billing problems. She was great. Yousef's customer service was worse than Rogers - .bordering on rude, not to mention unprofessional and inefficient. I dealt with him for the pick up and return. This incident cost me 3 hours of my time and never should have happened.
Shauna T.I was driven to a different location by the lady at Danforth. Apparently they don't have the capacity of parking all trucks at their location. The new location was even further east of my preferred and guaranteed location.
Gustavo P.The service on the website said the vehicle would be available for 5:30 am which is a time when the specific location was closed. I had to reschedule my entire moving because of this inconvenience
Jithin Jacob J.Great guys at this location. Truck was clean, service was fast. In and out in under 5 mins.
Roger K.Our usual location was closed.I was paying guys to load a van. We had to wait 15 min for the guy to sign us up and then it took another 10 minutes AND THEN he sent us way up to Eglinton & Birchmount to pick up the van and still had to get back to load up the stuff and get to the drop off location. We had chosen this location because it was closest to our house to grab the van and get to the place to load up. I had to pay guys to sit around and do nothing but wait. Terrible customer service.
Steve V.Very disappointing experience. Not sure it was SSR fault, but when I arrived at the location I was told that they did not have a 10" truck at that location and that I had to pick it up at 60 Sinnot Rd. By doing that I had to pay an extra 10kms of millage. Also, I had on my order 1 utility dolly book, that they did not have. At last, for some reason I can not understand, I was charged $15 of cleaning fee when I can totally proof I left the truck in extremely good conditions. Very disappointing.
Robson C.Don't charge optional SafeTrip (not SafeMove) coverage when the customer doesn't choose it.
Troy Z.I went to the 3254 Danforth Ave location and they said I had to take the truck to the 60 Sinnott Road location. That made me late plus it was even more out of the way in rush hour traffic. It added an extra 2 hours travel from where I dropped my furniture off. Both locations, especially the 60 Sinnott Road location, were disgustingly in disrepair, dirty, and horrible. I thought it was a scam when he sent me to the other location. The other location was a car towing junk yard and they did not know who I was, nor did they have any record of me. They could not give me a receipt showing I returned the car. A TERRIBLE experience. On top of it I had to pay an extra day due to going to the other location. I called U-haul 800 number while at the second location and after waiting 20 minutes the person answering hung up on me. I need to rent another truck in a month and I will be considering your competitors.
RAYMOND F.Do not ask for pin number for clients credit card numbers. That is totally private and personal. Donot take the controlling power of the customer from him. Let the customer control his payment not you.
Girma W.Shadid was extremely helpful and did an amazing job cleaning and preparing the truck for my rental, and ensuring that everything went smoothly.
DOUGLASB B.Nothing
ANDREA C.Great customer service
FAIZANP A.Best place
PECE P.A person from the shop came to me when trying to pick up the truck through the website. After all it took almost an hour to get it sorted. He was adamant it is easier for me to go through them rather than the app, was not very helpful, and missed to give my credit card back. In the meantime I was waiting very long on the website too to get approved, when it turned out my drivers license didn't go through properly, but I was not notified.
PETER S.Rate is too high. Plus the poor customer service
SAIKHMIZANUR R.Excellent service very polite people
Rastko M.I ve taken their business card to contact them in future really very nice people
BAUDOIN CLAUDE T.The truck pick up location and time was changed the day before without any notification via email, text or phone call. This was a major inconvenience and if I had not checked the night before I would have gone to the original, "Guaranteed' pick up location only to find that the truck was at a different location. This was very, very annoying! Zero out of ten
Gordon B.Great service friendly people
Jacqueline W.Vehicle, service and employees were amazing and would highly recommend. Location and office were sketchy. Thanks Uhaul for another amazing move!
Edward D.How does a 3 1/2 hr rental with 60 km. driven and returned with more fuel than I started with cost $94. A $10 cleaning charge was added which is a total scam. $19.95 somehow became $94. Never again for me.
carl D.This was my first time using Uhaul. I had initially called in to your call center to inquire about the process and cost. I was advised it was a $20 flat rate for a 24 hour spand. The same information was provided to me upon pick up. Before returning the truck, I took the time to clean it in depth. Later on in the evening I received my invoice via email and to my surprise I was charged $144.00 looking closer, I see I was charged 0.69 per km. I sincerely wish I was made aware of this when I contacted the call center to reserve, I had told the agent that this was my first time renting, as such they should have taken the time to educate me in depth of the full process and expectations. I am utterly disappointed and will be sharing my negative experience with my network.
Georges C.Pick up was not straight forward, and involved calling a reference. The owner was unhelpful and short with me, but I eventually got the van. When I returned the van I was charged for a cleaning fee. I called the owner and he told me to call him back in an hour. When I did he said he could not help me due to customer privacy... I was the customer... I followed up with U-Haul and the representative was able to pull up a photo of the "dirty" van. There was one small piece of blue paper the size of a quarter, and I was charged $25 to clean this! The u-haul representative agreed this was ridiculous and helped me settle the matter. Not only was this incident ridiculous, but the overall experience I had with the location was awful. I would never recommend this place to anyone, and think U-Haul should look further into this location.
Kintaro A.Good service!
A Leighton A..
Nilesh N.There maybe two guys there. When I picked up the van, only one guy was there, and this guy was terrible, none professional, bad and wrong customer service.
Shu Jing L.The name off person is Mian very nice and friendly guy he helps a lot for sure 7 stars
FAROOQ A.I like one and most hidden from many agencies. accountability and transparency. I am the one who returns and reported to uhaul through website link that allowed me to do at my own. I recommend to everyone. Transparency rebuilds the trustworthiness. Thank you
Nestor C.U-HAUL CUSTOMER SERVICE IS TERRIBLE 100% TRASH, NO HELP, WAS TOLD THERE WAS NOTHING THEY COULD DO TO HELP ME. THIS WAS THE SERVICE FROM YOUR 1-800 U-Haul number.... THANK GOD FOR THE PATIENCES ON THE GUY THAT RENTED THE TRUCK TO ME. 1 HOUR AND 45MINS TO RETURN IT, ??
Craig H.The receptionist act was awfull. So impolite and unfriendly.
Mohammad S.