When I arrived at the U-Haul pickup location, the worker informed me that he could not assign me the van I reserved and that the only option available was one of their larger trucks. I asked for clarification, as I specifically reserved a van and did not need such a large vehicle. He insisted that the van was unavailable, even though I could see it in the lot, and offered the truck at the same price. I drove the truck for about 10 minutes but immediately felt uncomfortable and returned to the lot. We argued for about five minutes because I expressed that I was not comfortable driving the truck, and he continued to insist that he could not assign me the van. Eventually, he assigned me the van on the spot, seemingly only after realizing I might leave or refuse the truck. You can see proof in my record that I was first assigned the truck and then the van afterward. This situation caused a significant inconvenience. I was late to the orientation at my new building and was not able to move my belongings in because the time window I had reserved had closed. I had to reschedule, meaning I essentially booked the van for no reason. I drove to my building ready to move my things in, was unable to do so, and then had to return the van. Given these circumstances, I am requesting a refund, as the van reservation did not serve its intended purpose and caused significant disruption to my day.
ANGELA C
Customer Reviews for Boxes And Wheels
(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.
Kind service. Equipment is available on site. Very pleased.
David BYour stupid website and mobile application don't work. I can't accept liability because of a system that doesn't work. That's non consensual. Either get the employees to do it, or don't. But stop pushing services on me that don't work. It's inconvenient and in reliable. PDFs and manual fallbacks never fail. STOP TRYING TO MAKE ME USE SERVICES THAT I DON'T WANT, THEY DON'T WORK
NICHOLAS Gfill out emergency contact in reservation before hand
CHELSEA PKeep up the good work......
SING YThe vehicle interior cab and cargo areas were not cleaned for my rental. This was very disappointing.
JOSEPHF SWorking hours are not on time! Keep customers waiting!
JIE ZKeep up the good work
KIN YGreat and speedy experience. It may be nice next time to also have rental dollies already stored in the truck upon arrival.
ADINA MEverything was great! Would definitely recommend and rent again at your location.
ROBERT CI tripped and fell inside the store , I sprained my ankle . Health and safety are the top concerns that they are ignoring .
JOSE CVan was available on time and as promised - pickup and drop off was fast and efficient, thanks to a very helpful staff member at this location.
Casey BConsider repairing the asphalt in the lot
Jeremy WI got a mixed message regarding insurance. I was told by the phone rep that we didn’t need it if we had our own auto insurance but the on-site rep said we should get it.
PETER GEasy way to do business
JOSE CThe car was old and a lots of problems
DAWIT TEasy and accessible
DAVID PTo be fair, this location was closed when I dropped off the truck. There wasn't an N/A option, otherwise I would have selected it for personnel. In terms of the location, it was not very well marked, and hard to identify, especially in the evening. What I could see of it in the evening, it did not looked appealing.
Mimi NCustomer service representative changed my drop off location after I repeated several times that I selected the "flexible rate" and would return the truck to Barrie, ON and not Bracebridge. There was a lot of difficulty with communication as he did not speak English very well.
RICKY BA sign on the entrance door might be helpful ... the site doesn't look like anything is happening other than the vans parked.
Karen DExcellent 👍
KIN KFill trucks with a safe amount of gas before renting
THOMAS WExcellent services
KIN KThey were very friendly, the process was fast and very easy. Glad it's walking distance and the cost is very competitive. will use again.
TANIA NMore clarification on where to park
Angela KWas a great experience as always
MUHAMMAD AFuel gauge showed considerably less fuel after the engine was started than what the contract stated
JOSHUA MBest uhaul experience yet. BEYONDBGREAT CUSTOMER SERVICE
CHRISTOPHER RVery friendly folks!
janice mDidn't have our reservation, they sent us to a another place, our truck didn't have and windshield window washer cleaner, it smelt nasty when we got into it, the windows were not defrosting, and windshield wiper broke
SYLVIE DI was charged a cleaning fee on the vehicle. The vehicle exterior was not clean when I picked it up making visibility of the road very difficult. Please help investigate why these charges were added.
OWAIZ HExcellent and friendly customer service- Thanks!
MICHELINE LStaff member was great.
RICHARD SExcellent customer service!
JULIET SDavid was polite, efficient and thorough. All good.
RICHARD MExcellent & friendly service.
CHRISTOPHER HArslan made everything from obtaining my rental and the return of the rental very quick and efficient.
ALAN FThe truck I had booked was not ready when I first arrived and the manager had to ask me for information I had already entered on line because, according to him, the information doesn't always come through from the website. He then encouraged me to return the truck after hours because although I had originally intended to return the truck by 4pm closing time I was late leaving the yard and, according to the manager, I had paid to have it through to 9am the next morning. I returned the truck after 4pm and got charged $20 for after hours return, a charge he had not warned me about.
Martin Beverything was good I have no problem with your service I love renting from your all
JOHN AThey overcharged me and are not picking up my call to discuss this further. I got my truck a whole hour late and not even the one I wanted, I was given a smaller truck. The manager was very rude
NEROSHAN NVery friendly staff
PAUL VI wasn’t able to do the online pick up and it was a bit hectic, BUT the guy working behind the counter was excellent and very helpful. Overall was a good experience, just took a lot longer than I was anticipating.
NICOLE JOver charged me by $125 with no explanation.
ERIN RThe passenger side front door did not close properly. It swung open while I was driving on two occasions. It was very dangerous. I had to lock the passenger side front door to prevent this from happening the remainder of the day.
Matthew AThis location does not allow for one-way trips and should not be accepting reservations for one-way trips. If someone is reserving a rental and requests a one-way trip, don’t include this location as an option.
GABRIELA LMore upfront with customers about the return conditions and fuel reasons. Felt like I was charged over for how it was returned.
JUSTIN MThe passenger seat seemed to have dog hair on it. Otherwise a great experience, very friendly staff member and easy to get to location.
SCOTT OThis store should be inspected the condition from inside looked like a 90’s tool store. Very filthy. And also, on the top the person managing is shady. He did not inspect the truck before and blamed me for damage to the roof. There is no way my loading area had low clearance. I drove for 8 kms, and I can go through the way again and show them. I have lost faith in easy service. The store needs to be looked by management.
Pranav KThis guy has to improve his skills and to learn some English .his English not clear enough and he doesn’t understand when I told him I’m returning the truck to different places and he said ok
SAM LAll good, but two small issues. 1.) the van was clean but smelled of rancid garbage after leaving the site. B.) the previous rental went bad due to the on-line booked van was blocked in by other vehicles when picking up and we had to rent at another UHaul location.
Lawrence Swas charged for gas when the vehicle was brought back with same level
BLAIR E