Employee on the counter requires more training on how to accept a return . we had to go to 2 other staff including someone to unlock the uhaul tablet so they could check in the truck.
Glen L
Customer Reviews for Airport General Store
(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.
The service was very good no need to change anything.
Leonard COur time was 9 am. We did not get the truck until 9:45 as the person working had no idea if they even rented u-hauls anymore. Had no idea how to process it. Had to call someone else in. The sliding door was frozen shut. Took us 20 minutes to get it open. When we returned the truck, the girl was very rude and made us feel like we were an inconvenience. Will never rent again nor recommend from this location. Horrible service.
Robert MThe young gentleman at the counter at the Airport Ultramar did his very best to help and went above and beyond what he should have had to do for us. we went and had breakfast and then returned to complete. As the mileage driven was an issue because the last reading before ours was not correct or submitted. Would pick up one from our drop off location if we needed one again but not pickup location
Rhonda KStaff were excellent and very helpful. Website was misleading in thinking we would have a hand cart with the specific truck we rented.we had to rent one separately. Luck they had them available. Drop off was a bit rough as we were asked to leave hand carts in cab of truck which worries us could possibly damage truck cab. Couldn’t leave in back as there were no locks . Overall experience was okay.
Mason WThe issues returning the truck were all linked to the pick-up location. It took me two visits to resolve and the staff were most helpful.
Robert SCup holders are crap in the Ford 26'
Brian FRetrieving a vehicle via my I phone was a disaster. I called the 1888 number and Dan was helpful. He put me on to another representative in the US to help me she did not and was rude and condescending. I called Dan back and he sent me to Loch Lomond road location that was opened. Went well except for the return. Confused customer service and had me waiting an hour. I called Dan again and he put it right. Dan is the man. Give him a raise.
Ramsey HThere wasn't anything wrong with the equipment itself. However, the service was very poorly arranged. The retail outlet, which has a full service convenience store and gas island, was manned by only one person who had to wait on a number of retail customers while trying to process my rental. Also, truck was snowed in and windshield snow covered. I had to borrow a shovel and snow brush and get it cleared off and out myself. They clearly hadn't done any preparation for my arrival even though I had a reservation for a specific time.
Myles PBattery died and could not finish my move. Horrible system when it comes to working with uhaul and a tow truck company. Can only use the company for one call/fix then have to call uhaul to make another claim and wait hrs for them to call u back and also find a tow company again even though you just had a tow company there. Never offered to bring another trick to switch the load over but rather made us wait 2-4 hrs for a tow truck. Eventually we just had to pack an SUV and complete a lot of trips back and forth.
chris dstaff were very friendly, but not knowledgeable about the rental.
Jeff NPicked up a 26ft truck and it had a service engine light on, called the area manager and was told to bring the truck to a tire place so they could check the code. After wasting a couple hours of my morning the truck had to be replaced, I was told to drive the truck 20 mins away for a replacement. Once I got the replacement it too had a check engine light on! They checked the code and tried to fix something but the light was still on. They told me this was the only truck they had and assured me it would make it to Toronto from NB . Since my house was closing the next day I had no choice but to trust them and since my day was already half gone I took the truck. Now I did make it to Toronto but the check engine light was on the whole way and more then half my day was gone changing trucks and basically working for uhaul to fix the truck. I believe this is horrible customer service to be making you clients run around with a broken truck Not happy!
Joseph MThe truck was filthy, if we are expected to return it clean it should come to us clean, there was mud in the front of the vehicle. Water bottle behind driver's seat
Catherine MThe original location I was suppose to get my uhaul gave my uhaul away, even though I booked a month in advance, So I hard to settle for a smaller uhaul at this location. I really think you should talk to the people at your millidge ave location cause there was multiple people leaving at the same time as us cause this location gave their u haul away.
Ian HWe were charge for a utility dolly and 6 covers which we did not rent. When I called the pick up location they told me they couldn’t refund me.
Chantal CYou should get the people at that location to make sure they get their uhauls looked at . That’s was a awful ride in that . It never again will I get a uhaul from there
Robert TThe vehicle I got was missing the Cadillac converter so it was extremely loud, burned more gas then it should have and drove poorly. I drove less than 35km and put in a lot more fuel then I should have. I wasn’t refunded for my prepaid kilometres and charged for fuel.
krista vThe customer service was friendly and the trailer was well maintained- my only complaint is during the pick up process, I was not notified that I had to go in and sign off on papers before taking the trailer. When I rented a truck, I did not have to do this. I understand the purpose for signing off on papers before taking the trailer now. But the police were almost involved and I had to arrange a ride to bring me back to the location so I could sign off on papers. My suggestion is to make it more clear during the check out process that papers must be signed inside before receiving the green okay to take the trailer
Amy FTons of trouble with booking through uhaul. Switched trucks and locations with fair compensation. Will not use uhaul in the future
Quinn MOverall I had a good experience, though my pick up location was changed twice so make sure you watch your online reservation. Uhaul actually made it right so that was much appreciated.
Sean MTook 3 people to get the back door open. Trailer was stuck in ice and we had to dig it out of a snow bank.
Don BFuel was stated to be 1/4 full, in fact was 33 miles to empty. truck drove well and no issues. the back had not been cleaned out, hay frozen to the floor. had ordered blankets but none were available appon pick up. on a good note, customer service was excellent when changing the pick up time.
Paul FOrdered furniture blankets and a dolly and was told on arrival neither was available. A quick call to the customer to advise them they were not available would have allowed me to make other arrangements rather than scrambling at the last minute.
Scott MNo I was not satisfied with picking up this vehicle I wasted 45 to 50 minutes of my own time why this vehicle is not ready you can go read my notes when I called customer care
Heidi KMy experience with U-Haul head office itself at the beginning was the worst I've ever had the last person I talked to however was absolutely amazing the gentlemen now the guy that I dealt with at all tomorrow location where I picked up the U-Haul went above and beyond his job entitlement he was absolutely amazing
Elizabeth GMinor issue. Taken care of by location.
Nick tThe movers that I ordered with your company did not show, I’d like to be refunded for the movers.
Jana BFirst time using this location! Service was wonderful! Staff was quick, efficient and most important friendly! All my dealing with uhaul have been positive except one. I had changed to this location from the millidgeville service center which I had used previously many, many times because the guys were great! The woman who works there now is extremely abrupt, rude, defensive and overcharged me for the gas she pumped herself.
JOANNE MThe store and staff were easy to deal with. However, the truck we picked up was not clean and had zero gas. I was disappointed that this added extra work to an already busy day. When we arrived home and opened the truck, we were greeted with a massive cloud of fruit flies and a repulsive odor. My partner and I spent nearly an hour cleaning the U-Haul. It smelled as if the previous renters has used it to haul hot garbage. There were mystery liquids all over the floor and walls, along with a buzzing nest of fruit flies in the mom's attic. The state of the truck was disgusting. Had we not already been been on a tight schedule with hired movers on route, we would have returned the truck. Instead we had to spend extra time cleaning it to ensure the mystery liquids and awful smell wouldn't ruin our belongings. This whole fiasco could have been avoided had the truck actually been inspected properly before we picked it up.
Mike MIt wasnt full of gas but said it was. I put gas in and they tried to charge me for the whole amount.
anna aThe truck made weird noises but otherwise it worked well.
Melana IDisappointing experience ever! From the reservation which was reserved over a month ahead but still caused us in displacing our pick up location in all other places until the return of the vehicle and even charged us for the fuel because of the wrong paperwork that they gave us (which is not our fault), were awful.
Jessie OOnline check-in was completed but did not seem to matter; Most of the equipment I reserved was not available, the truck was dirty inside, the pick-up location was changed the day beforehand so I had to go out of my way. Not enough fuel included so I had to spend $200 filling the truck and the vehicle itself was not very efficient.
Lauren MSmell of smoke inside the truck was strong
Navid GExcellent
Glen LI was returning the U-Haul and was first in line and was told to move to the side and wait till everyone behind me was helped first. I waited for 20 min to be helped even though I was first in line. Not satisfied with the customer service was very rude.
Brandyn MWe reserved a truck closer to our location to cut down on our mileage. But got reassigned to a pickup and drop off that was an additional 10km each way that we needed to pay for. Staff were friendly and transaction went well.
Derek Vdemanded all money up front other places just tskes a deposit
ann sClean the trucks the back was full of blood and raw meat
Wayne LThe only issue I have with this location is that it was a half hour from my final destination when there was a location literally down the street from my house. This location was easy to access and find I just wish that my originally chosen drop off location was kept.
Jessica ROur reservation was switched twice without telling us before hand which added multiple hours to our trip
Stefan Pthe only thing I would suggest is putting jacks on the pole so you dont need three people to hook it on the truck.
Jamie SI didn't notice when I picked up the auto hauler that one of the tires was shot. The cords were showing through on one of the tires. The rachets were in need of attention as well as they did not work easily.
john kHad to go back to get the packing blankets, they also were not understanding about us needing to have the trailer returned prior to the blankets and that the system wouldn't allow us to return one without the other. Our booking was until the next day and we left the trailer in the original parking lot in order to have it under video surveillance. We also are not able to store it anywhere else and the vehicle used to tow it had to be returned. The blankets were still in use. This meant the trailer was left before the blankets and official drop-off and honestly, if it is good enough for them to store it for weeks, it should be good enough for one night.
Matthew DThe back of the uhaul was muddy and dirty, and the fuel level was reported incorrectly. The size of uhaul we wanted was not available and they also changed the pick-up location, resulting in additional travel and km's used.
Justine HVery prompt and courteous service.
Roger TThe back of the truck needs to be mopped out, it was very dusty as well. The Dimmer switch on the signal light switch did not work, so Bright lights were N/A for my whole trip, both ways. I notified the dealer about the switch upon my return.
ALLAN FThe location and the staff that helped us was excellent but my overall experience with uhaul was not. Your website doesn’t work properly. I had to change my reservation and had to call in to do that. When I called they told me that my reservation was canceled and then while making the changes I requested they changed my drop off location from Concord, Ontario to Concord in Ottawa. Also I was required to leave a deposit and now I’m told that I am not getting back my deposit even though I brought back the truck two days earlier than required. On these points alone I would not recommend uhaul in the future.
Ioanna NTruck was there for pick up and ready to go. Needed the truck one day longer then ordered, one phone call and solved. Good service.
ART HIt would be nice if there is someone that can help with install the trailer. I tried my best and prayed that I did it right.
Melissa DThis was quite possibly the most frustrating experience that we have had in years. The vehicle we rented was at the Millennium Drive location in Quispamsis however the online check in said our reservation was 'expired' when we were there at the time of our chosen pick up. We called the 'after hours' on call person who did not answer. We left messages... they didn't call back. We called the 800 number and spoke to several different people who told us to see the local agent. The business was closed that day so we then had to rebook 25 kms away from our home and pay mileage to pick it up, not to mention the movers that we had to pay out of pocket for an extra two hours while we sorted this disaster out. We were given a 50 dollar credit an a reduced rate on mileage however this did not even start to cover our extra expenses. We ended up at the Loch Lomond location to pick up our rental and the gas was significantly lower than it showed on the document but it wasn't worth the fight at the end.... the worst part is that the 50 dollar credit we were given never showed up on our visa. Very disappointing. I know that UHaul is capable of better service....... I'd appreciate a call to further discuss.
James BThis location was very good and the woman completing the transaction was excellent. The Uhaul computer system that was used is complete garbage. She made 3 attempts to finalize the rental with the computer locking up at the same stage. Finally she called Uhaul directly to complete. The agent apologized for my extended wait. She was great.
Scott LI had no idea the bill would be $170 for 3 hours.... I own a tuck and could have made a couple trips and saved a ton. Also the truck smelled like urine or something strong in the back and the steering wheel was peeling and it was pretty gross. I had thought when I called the nice lady said it was 29.99 plus your gas for 24 hours. Apparently in 3 hours I put 55 miles on the thing... I don’t know. Gave me an uneasy feeling and wasn’t a good exchange in my opinion.
Gareth BLocation out of the way and different from the one I booked ahead online. U-haul truck was dirty in the back and the cab smelt like cigarette smoke. Staff was friendly though!
Elizabeth EI asked the person working in the store where the key drop was and he said to give him the key. After completing the return process ( pictures etc) I saw the key drop on the side of the building. I wasn’t sure what to do so I left it in the key box as the instructions said to do. I’m not sure he knew where the key box was located as he seemed to question what I was asking for.
lisa jTransaction was easy. Booking was smooth and all went well. We will certainly use UHaul again in the future.
Ernest RThe location was great. . The only problem was the closer location to where I needed was closed when the website said it was open and as a result cost me double the rental amount because of high mileage fees and extra fuel. What happened to the free mileage you used to get ... especially helped when doing a quick job when you don't have a truck to bring something home.... and don't want to pay the high delivery charge too. .... I believe lots of business has been lost because of this. ... u can't rent a small truck for 20 bucks and use it for an hour... now it costs 60 to 80....
Robert BThey told me to bring it back with the same amount of gas then told me to put in extra gas when I arrived only to be told that I put in extra , worst customer service I’ve received in my lifetime , wouldn’t recommend this site to anyone
CATHY TGood staff and easy to deal with.
scott sVery rude
TAMARA RMy father and I had to spend time shoveling around the trailer and pushing the snow off of it with our hands, then once hauled out of the spot it was frozen into we spent time in the freezing cold trying to unthaw the knotted straps in order to ensure they were in working order before we took the trailer home to load our vehicle. It was freezing cold and we had to use screwdrivers that luckily my Dad had in his truck to pry on the straps and undo the tight, frozen knots. Once home we had to shovel off the ramps and jump up and down on the thick ice buildup in order to break it up to remove it before we could load the vehicle safely. We returned the trailer same day in much better condition than when we took it, and when I complained of the poor condition on pickup I was not offered any sort of apology or rate discount for the trouble. I will absolutely not rent from U-Haul again if this is what I can expect.
SHARA MThis location was an absolute nightmare to deal with. I orginally was booked at a different location for a pick up truck, but when I went to pick up the equipment there was no truck reserved, and the location was closed. The only location that was open was the airport general store, with a 26 foot truck... the truck didn’t come full, we had to argue with the employee to fill the tank to at least a quarter so we didn’t need to guess when refilling, as it was between a 1/4 and 1/8... I’ve never picked up a truck that didn’t come full. They asked for my credit card again that was already on file, I had to call a uhaul rep to walk them through completing the reservation.... we were there for over an hour trying to pick up this truck, worst experience I’ve ever had.
Meghan WThe rental process at this location is not good. It is treated as a side bar and took a long time to complete, 30 minutes. They also did very little to help with the hook-up. Basically they said the trailer is in the back, the number on it is ######, see you tomorrow. The only reason I would rent from them again is that they are much closer than anybody else.
john kWe were overall all dissatisfied. Long waits on phone trying to make a change to reservation... did not receive any free miles - was promised 283 free mile's in original contract. Need a rep to call to straighten it out. My cell us 506543741
Christie R