Customer Reviews for Aqua Bay
(U-Haul Neighborhood Dealer)

Rating:

1.0

1. Had reservation for over a month for an auto transport for Sunday 1 June at 9AM. This was confirmed to me by the agency in a separate email. Close to the date I was online and noticed that the agency had there "Google" hours of business for Sundays opening at 10 AM. I called to clarify, and was told that they would have to talk to the manager and would call me back. A few hours later, I just get a text saying that their opening hours are at 10, and they amended my rental agreement. I had to change my entire schedule for that day. Crappy customer service. 2. That day I looked at their auto transport trailer prior to their opening. One of the tires was flat, the rear safety tie down chain was broken into 2 separate pieces, and one of the ramps did not lock into place when extended out, but simply would fall on the ground. Not exactly what I was expecting. Of course being Sunday there was nobody else to call or spare trailers to be had. The young employees took pity on me but had no way to fix any of the issues. So I filled up the tire at my own expense, fixed the safety chain myself, and crossed my fingers that the ramp would stay in place and my car would not be damaged. Horrible experience, that added much stress to an already stressful day. Some agencies do damage to you company reputation, this is one of them. The daytime employees were great, but they can only do so much.

Rating:

3.0

Lock key was hard to open due to rust build up inside of it. Key was also jammed inside the box. Took us almost an hour to get it to open. Also, website-wise, page reloads after some time of hiatus and puts the self serve process in chaos. It wouldn’t let us re-enter necessary stuff like mileage or fuel after we finished tinkering on the lock. Good thing the location already set it up properly in advance. Kudos to that!

Rating:

3.0

Booked a truck for the weekend 4 weeks in advance. Got a call the day before we picked up from the customer centre to say that they did not have a truck for us for 2 days and could only have it for 1. What is the point in making a reservation if they aren’t going to have the equipment for you. Nothing against the location for pick up, it was the customer call centre.

Rating:

1.0

The guy had an bad attitude. He can’t do customers service job.

Rating:

4.0

Trailer brake issue, brakes keep locking up

Rating:

5.0

very good rental experience

Rating:

5.0

I dropped off the truck at the 1157 Midland Ave, Kingston

Rating:

1.0

Open the uhaul office before a 9 am reservation is booked. Make sure there is gas in the truck before the next customer. Clean the truck and remove all items (blankets, garbage, food). Communicate to customers if there is a timeline for rental services. I had no idea I only had 4 hours to move my entire apartment. This created a very stressful day!

Rating:

5.0

Nice service and fast

Rating:

2.0

Staff not knowledgeable at all, I was told 12 blankets in a bag and there are only 6. Got quite the run around trying to pick up the truck. When I did get it the fuel was only 47 miles to empty ( which is what I left it at when I dropped it off) but I think the recorded it as a quarter tank so I better not get charged anything for fuel. They would not let me drop it off at the location I reserved and forced me to return it to a place completely on the other side of Ottawa which was very inconvenient and cost me more in miles and fuel. Would never recommend this location or use it again

Rating:

5.0

Nothing, staff was knowledgeable and very helpful, trailer was conveniently located, I was hooked up and ready to go in under 5 minutes.

Rating:

5.0

This was hands down the best place to go. They had what I needed and when I needed it. Will definitely be renting more from this location. The staff were amazing.

Rating:

1.0

Interior and exterior dirty. No help checking lights - brake signal headlights. Requested a dolly however none available. Damage to vehicle wasn’t marked in documents. Major noises- mechanical issues. Person ended up sweeping out the back and the interior once I pointed it out. Unable to receive printout.

Rating:

5.0

The service was exceptional! Easy pick up and return was smooth and great great communication.

Rating:

3.0

Everything was good!

Rating:

5.0

Employee helped me hook up trailer to vehicle and was pleasant to deal with. Would recommend!

Rating:

1.0

Terrible service. Picked truck up with 1/4 tank and then returned with 1/4 tank then the guy tells me it's supposed to be at 5/16 ended up spending 45 dollars more in gas for what? I have no idea but never again will I rent a uhaul...

Rating:

1.0

None of my equipment was provided. Truck had dirty underwear inside and old food. Cupholders are gross. The transaction was setup to be in person but you transferred it to a contactless pickup location which would have been fine except you never updated my profile so i could not login to pickup the keys contactless. I ended up driving to another U-Haul location to get them to fix the account. They delays costed me hundreds of dollars since the movers had to wait for 2 hours for all of this to get sorted out. Very disappointed

Rating:

5.0

Jake was extremely helpful Very nice young man👍 Thank you, Paul

Rating:

1.0

The equipment was not in the truck but no refund was issued. The self-check in app said to take a photo of the missing equipment and provided no option to take a photo whilst in the app.

Rating:

5.0

The guys were very helpful.

Rating:

5.0

Excellent customer service and friendly staff. A great experience at a great price. Saved lots in comparison to a companies delivery charges.

Rating:

3.0

Upon inspection of equipment, 1 tire was worn and needed to be replaced. It was replaced the next day.

Rating:

3.0

I think my car hauler was too short. It barely fit the car I was towing. I think I needed one size larger. My front tire was at the blocks and my rear tire was overhanging by an inch. Very tense three hour drive.

Rating:

5.0

The young man that was working and assisted me was very helpful and friendly

Rating:

5.0

No complaints at all.

Rating:

5.0

Quick and professional service.

Rating:

5.0

Nothing 🤷🏻‍♂️everything was more than we expected Thanks for the flexibility We go to recommend highly to my friends God bless you guys

Rating:

5.0

Great experience with this rental!

Rating:

5.0

Everything went very smoothly. Excellent customer service as well. Thanks very much. God Bless

Rating:

5.0

The staff here are very friendly and a pleasure to deal with. Professional service. Thanks so much, Jake and Owen!

Rating:

5.0

Very affordable, quick and easy pickup and drop off. Very helpful and friendly staff.

Rating:

3.0

I ordered a dozen blankets but they did not have any. Service reps were very helpful.

Rating:

3.0

The trailer we booked was rebooked to new location then we got there and the day was changed not very good service

Rating:

4.0

The truck was dirty inside. There was a rotten orange. The floor was not swept.

Rating:

5.0

N/A

Rating:

3.0

Very nice young man helped me get everything set up and made sure everything was good before I left.

Rating:

5.0

Good service

Rating:

4.0

I’m very unhappy with UHaul. The location was fine but the reservation system is the worst. It is very difficult to use. Someone from somewhere else left me text messages. When I went to pick up my unit, the reservation did not exist Fortunately the location had a different unit for me. In short - U Haul needs to do better.

Rating:

1.0

I actually would like a call back. I did not receive a receipt. I was over charged for mileage. I picked up the truck and the fuel was empty, the rep told me not to worry just take a photo. Upon return they told me I would recheck a credit for the fuel.,,. Totally unacceptable.

Rating:

4.0

This Kingston location is great for UHaul rentals, off the main road with easy access. One thing to note, they do not answer the phone, always goes to voice mail. Not terrible as they do call back. I would, and plan to rent from here again in the near future. Thanks

Rating:

3.0

Open earlier in the day

Rating:

5.0

Friendly staff. Great experience.

Rating:

4.0

The staff there are very polite and efficient at what they do. While I was waiting for someone to be available to assist me I witnessed other customers and how the staff interacted with them. Kind courteous and efficient.

Rating:

3.0

Some system delays in processing the order. Staff very lovely and accommodating.

Rating:

5.0

You need to have the proper vehicle there that was rented. The truck was booked for 1000hrs, but was not there. Turns out it was dropped at another location. The gentleman at the counter did his best to accommodate. It took an hour, but in the end he gave me a larger truck for the same price. Having the larger size made my move much easier. I wss able to float my load, instead of packing it tight. Good job to the gentleman, and Aqua Bay. Thank you very much.

Rating:

2.0

System was down but no plan for how to handle Long wait Van was dirty on the inside Drop took long time Still not convinced I was billed correctly but too frustrated to wait any longer

Rating:

5.0

Easy rental experience

Rating:

5.0

I rent lots of trailers and I always prefer renting from Aqua Bay in Kingston. Good people and always helpful. They get me on my way safely and efficiently. 👍

Rating:

3.0

When we arrived they did not have the proper pricing that I was guaranteed by email. Bit of confusion and we ended up paying more.

Rating:

3.0

The gentleman working the counter was new and had never done registration for trucks. Had a line up of people looking for trucks. Couldn't handle the pressure and was extremely RUDE! Only when another employee took over did the experience turn better. Was unpleasant when getting the truck. Was fine when returning the truck.