Customer Reviews for Divine Logistics Bayfield
(U-Haul Neighborhood Dealer)

Rating:

1.0

I was extremely disappointed by the service provided at this U-Haul location. This is the fourth time that I have rented a trailer. The office at this location was closed the entire afternoon on the day that I was scheduled to pick up this trailer. I had to phone the location in order to speak with someone. I was about an hour and a half early and was told that I would have to wait, and would get a phone call when the trailer that was booked for me arrived. When I was called I was told to hook up the trailer myself, and the one that was identified to me was in a location that was completely inaccessible as the part to attach to our car hitch was in a snowbank. The U-Haul attendant told me over the phone to just go ahead and attach it to the car. That is an impossible feat. There’s no way I could’ve done that as I could not move the trailer from its location in the snowbank. Then he suggested taking another trailer that was in the parking lot, that had been there from the time I first arrived. I question why I was not told to take that one when I arrived initially. Why did I need to wait around? Then I was extremely disappointed that the attendant told me over the phone to just attach it to my car. I have never had to hook up a trailer myself. On the three other occasions that I rented a U-Haul trailer, the attendant assisted me.. I was unable to lift it myself as it was a 6 x 12‘ trailer. We were only able to do it because another U-Haul customer saw us struggling and came over and helped. clearly the employees at this location have no interest in doing their jobs, as they weren’t there. The two that I spoke to over the phone that afternoon were both at home! In addition, I reserved some moving blankets and a dolly. I was not told that they were not available at this location until the moment that I picked up the trailer. I had no time to make any other arrangements to obtain those items. I would not recommend this location to anyone. In fact I will be telling everyone that I know what a disappointment it was. The only way I was able to get the trailer was because a kind person in the parking lot helped me. That stranger offered better service to me than any of the U-Haul employees that I spoke to that afternoon.

Rating:

2.0

Staff was very abrupt. Vehicle was on empty when we received it. Staff were not on site for either pick up or return despite hours being posted online.

Rating:

5.0

The store was closed when arriving due to systems being down, so Id say that was the only inconvenience. I called the store number to inquire and was able to get my trailer rental without having to go in, thankfully.

Rating:

1.0

Absolute worst experience of my life. Booked a car dolly almost 36 hours in advance, and while on route 30 MINUTES AWAY from picking it up I get a call. " wE wOnT bE aBLe gO tHrOuGh wItH yOuR rEsErVaTiOn" due to it being buried in snow. Mind you I was already an hour early for the pick up time I scheduled, in order to give myself lots of time. Convinced him I'll shovel it out myself, and then also cleaned off, and attached to my truck without his presence 👌. I'm pretty sure i hooked it up properly, im not very good with that stuff🤷 I'm sure that's in the policy👍 on top of this, the guy also screwed up all the paper work, so when I went to drop it off at my selected location they had no idea what I was talking about and wanted to refuse the drop-off! Absolute nightmare, and don't recommend. This place should be investigated for negligence, and "Abby" the guy that was "working", should either pay attention in the given training, or don't do it at all. I have photos if anyone reading this is interested.

Rating:

3.0

Staff was not very polite or professional!

Rating:

1.0

Customer service was horrendous. They were 40 min late there fore I was late. I ordered 12 blankets and they wer jit available. I only got 6 and charged for 12. So many things I was disappointed with

Rating:

1.0

Reserved for 8 am, nobody showed, didn't open till after 9 am. Had to cancel helpers plus pay them. Could not find the office but then you take an UNAUTHORIZED PAYMENT, I want my money back. You should considered better dealers that DON'T ROB THE PUBLIC. I WANT MY MONEY BACK

Rating:

5.0

snow covered but hey we live in Canada LOL

Rating:

3.0

The electrical plug for the trailer lights was broken. I had to go to another U-Haul location to get another trailer. I was delayed over an hour as a result.

Rating:

1.0

Clarify location, provide better details. Have spare keys. I was forced to use U-Haul services when the keys got locked in the truck. The cost for the service was inappropriately high (over $200!) AND the provider took 1.5 hrs to arrive. Not acceptable.

Rating:

3.0

Make sure all lights are working prior to renting out

Rating:

1.0

Your vehicle was covered in ice it took me 1 hour to remove this vehicle and customer service was piss poor I stood at the counter watching this guy talk and sit on his laptop until 15 before close so when I went out to uncover the vehicle that’s when I noticed it covered. Poor maintenance poor regard for other people.

Rating:

3.0

Clean out the cigarette smooe smell before renting again

Rating:

3.0

Extremely slow service with or without the systems up And running . Was quoted $16 for insurance .. got charged over $19 This was after being badgered with what if, what if. I Drove the van for 6 km and less than one hour door to door. Systems were down at pick up Which was a frustration 30 minute transaction. .. upon return it was another 30 minute wait with systems running . Clerk did not instill any confidence. Van had tire in the back .. tire pressure light was on . Next time I will go to Home Depot.

Rating:

3.0

When I arrived, the location was closed and nobody was there. I called multiple times and the representative said someone would be there in 5 minutes, but I ended up waiting almost an hour. There were other people waiting too. When the representative finally arrived it looked like he was just getting into work. The truck had multiple issues: a bent quarter panel which prevented the passenger door from opening smoothly, garbage, including broken glass, inside the cargo box, empty washer fluid, and check engine light. The trailer also had some garbage in it, including empty beer cans.

Rating:

1.0

trailer was full of snow and ice, unsafe unusable need money back

Rating:

4.0

Provide a POS terminal so the clerk doesn't have to send my cc info over his laptop.

Rating:

2.0

My experience was a mix of good and bad. The good: With very short notice, I was able to get a truck rental booked the day before a move. The person who arranged this was friendly and helpful. This employee did what he could to be helpful. The bad: It was Dec.1 and the roads had snow, slush, and ice. There was not a drop of washer fluid in the truck so I had to add a jug myself. The tires didn't have much tread left on them so the truck didn't grip the road as good as they should have. The most frustrating thing was I had the truck booked for 8AM and the employee didn't show up until almost 830AM. Their sign and Google Business page states they open at 8AM and that's why I booked it for then. Truck was clean but not maintained for the price you pay. See above.

Rating:

2.0

A little confused about the whole process. Booked online, was informed that I could pickup at 12:00pm. Loaded up the app at that time, and it advised to call. I call, they say to go inside the office. I call the office to ask instructions they mislead me to the office, accidentally. Afterwards, I finally got the keys after waiting in the office alone for a rep to come back after 5 minutes, got to the truck, double checked the app as I know normally you need to take photos before hand of the truck. However it did not prompt me. But the wiper blade was not working. I called the u-haul office and they told me I need to submit pictures on the app prior to picking up but I advised I went into the office, was given the keys and then a contract was emailed to me. I tried telling them that but it was not understood I believe. Anyways the only other problem also was they said the gas tank was 3/4 full. But mine was just over half a tank full. So I did have to top up a bit of gas. A bit of better communication and the staff to be a little more attention to detail

Rating:

1.0

No customer support. Trailer wire was way too short. Called for help no answer or return call. Had to purchase an extention 70$. Was told parking lot was being cleaned. 12” of snow when I returned at midnight same 12” of snow was there. Truck got stuck at pickup and drop off will never use this location again.

Rating:

2.0

No one there to help with hookup or receive return. Did not know I needed adapter for lights ie flat 4 to round 7. Also feel there was an extra charge. Left msg no return call.

Rating:

1.0

Poor customer service from 2 different locations. I originally booked at another location on Bradford St. who called me 8 minutes before the reservation to say they did not have the trailer I required but another location 12 minutes away did. He assured me he’d transfer the reservation and let him know to give us a discount for the inconvenience. Went there, and the guy had no idea what we were talking about. First booked with a cargo trailer. Then booked another utility trailer but when we went outside we realized that trailer was way smaller than the first one. He also didn’t know about the discount the other guy had said we’d get. We called the original location back and he was disrespectful and unhelpful. He said that’s all he could offer us even though he had just told me they had the trailer I needed there. He recommended a larger trailer that would have put me over my towing weight even when I told him so. So we had no choice but to take the small trailer. But the task that should have taking 1 trip and 1.5hr max, ended up taking 3 trips and most of the day, 5 hours in total. Very disappointed in the “customer service” we received. When I mentioned the policy of paying me $50 for not fulfilling the reservation, he said no because we are still getting a trailer however that’s not what it says online. He also told me the reservation would be free but I was still charger $16.89. I called to make a complaint to U-Haul. The women I spoke with was lovely and helpful, however I never received the reference number by email for the claim so now I have no way of following up. Will be looking to book trailers with another company in the future now.

Rating:

5.0

Worked perfectly! Thanks for providing the rental service.

Rating:

3.0

Construction around the location made finding it a bit challenging. However, the U-Haul employee made things very easy and the overall experience was very good,

Rating:

2.0

Staff in Barrie for pick up appeared disinterested and unfriendly

Rating:

1.0

The employee called me 20 minutes before I was tkpick up the truck to see when I was coming because he was only coming in for one customer. The back of the truck was carpeting, garage and blankets left from a previous customer. Driver's side wiper was held on with tie rap/zip ties and no washer fluid. Staff wouldn't walk me to the vehicle to prove the vehicle is in good condition and safe to drive. He left as soon as I was walking towards the reuck and he was nowhere to be seen by the time i looked at the truck. The MTO will be notified for UHaul providing unsafe rental vehicles. I will never rent from them again. They don't care about customer safety!!!

Rating:

4.0

Equipment closer to office and return box would be convenient

Rating:

3.0

There was only one poor guy working by himself. The system was down, so he was stressed. He was very nice even in the challenging situation

Rating:

2.0

Made a pick up appointment for 6:00 am at one location… When I got there… the model I wanted didn’t have remove pickup.. had to call the customer care line.. move my reservation to another location.. but they also don’t have a van the size I requested… had to go to a 3rd location before getting a similar truck .. it was a gong show

Rating:

2.0

I was told that .99 km and charge $1.19 not once but several times.

Rating:

1.0

Maintain your product Had to repair the trailer lights myself!

Rating:

1.0

Went to store to pickup the equipment. Store was closed called the number mentioned in my booking. Person put me on hold for 20 mins. Have to call him back asking on how to proceed to get my reserved equipment as i needed to get to the dumping yard before it closes. He gave the trailer and that trailer landing gear wasnt working so i was not able to join that trailer to my pickup truck as the trailer was sitting on the ground i cant physically pull it up without any anf had to pickup the other trailer whose electical wasnt long enough to connect my pickup truck. Anyhow i got my job done. But worst experience of my life with U-Haul. Dont know when they even have that location uf they want to be close for customers.

Rating:

5.0

Nothing. The experience I had was just perfect

Rating:

5.0

My trailer was reserved via the Bradford St location. The young man was very helpful. Great customer service. I picked the trailer up at the Bayfield Mall location. Again the young man was very helpful. The trailer was perfect for my needs.

Rating:

1.0

Absolutely the worst experience ever. No customer should ever be put in the position of fear and stress in not knowing how to access their reservation. Terrible situation, compounded with insufficient/ineffective initial info when we called for help from the central customer hub line. Terrible.

Rating:

4.0

The service was friendly but the truck still had the previous users garbage in it.

Rating:

1.0

Manager still hasn’t addressed additional charge to my account and my credit card has a pre authorization which is not removed after two days. Equipment was also not in clean condition

Rating:

1.0

Your instructions are shit to say the least. I got billed extra miles for trying to find your parking area. How about a not saying behind the mall. You owe me money as far as I am concerned. Would I recommend you??? No since I just spend hundreds of dollars moving out of your storage unit just to store it somewhere that's not going to block me in or set an alarm off each and ever time I open my door. Perhaps a custom asking twice would be enough. I have a few storage unit with my one way truck rental. I clicked online for a 10x15 unit. So, asking if I wanted a 10x10 lmao anything to minimize overall expenses. I will call your several times over the next 12 months changing the rental unit size, location and date. Why??? Because it will cost your company money, time, and effort. As your company has wasted mine. P.S " Have a good one!!!!

Rating:

1.0

Employee at second location was on phone with what I can only assume was not a customer. We were ignored and had to interrupt their phone conversation to get service. Will never be using u-haul again.

Rating:

3.0

Was closed on pick up. Online said 8am. Got there for 9. Had to wait until 9:25. Wouldn’t have mattered normally. This made me late for where I needed to be. truck was empty but little stuff left in back. Dirt, glass and a name tag. Just needed a sweep out. Truck itself was good. Attendant was nice.

Rating:

1.0

Rude, abrupt, threatened to cancel my rental due to hrs listed online. Yelled angrily on phone, worst manager!!! Front desk gentlemen were a pleasure! However, will never use uhual again, from switching times, pickup locations and being unable to contact anyone! Unacceptable! Two other customers were there..one with a reservation cancelled a few mins before he arrived, and had to drive another hr north! Good luck people

Rating:

1.0

Make sure someone actually checks the inside of truck/ van to make sure it is clean ! Make sure all your tires are filled properly. I had the tire signal on the dashboard the entire time ; tried to fill with air and nothing changed the psi Have your oil above 10 % for gods sake. Driving at 5% made me nervous the entire time driving and that’s when I got into the truck at the start. By the time I finished with the truck … it was below 3% Have your worker who answers the phone say which company you are .., there was only a sarcastic “hello” when I called. I think it is supposed to “ uhaul , how can I help you “

Rating:

3.0

Average

Rating:

1.0

The counter rep was both rude and unhelpful. They never answer the phone and finding the office was not easy. Rep Was no help in directing us to the trailer nor did they assist with connecting the trailer. Half the lights didn't work - if we weren't so desperate for a trailer I'd have cancelled altogether.

Rating:

1.0

I rented a truck from this location and paid for a trolley, but it wasn't in the truck when I picked it up. When I tried to go back inside to get help, the store was already closed, even though I was there 15 minutes before closing time. We had to move everything without the trolley, which was a huge hassle. To top it all off, I was still charged for it. I would not recommend this location.

Rating:

2.0

Rented a 26 ft truck for 24 hours. Returned it an hour early. Got charged for 2 days. Scammers. Go to enterprise or budget. Stay away from these dirty prices.

Rating:

4.0

The mall location is undergoing some major renovations. I had a hard time finding the U-Haul office. It was at the back side of the mall. A description on the website would have been nice. I would have saved a lot of time and frustration. Had to call the office many times to ask where it was located. I was embarrassed when I finally found the office.

Rating:

1.0

Highly recommend investing this dealer. Google reviews were terrible but unfortunately was the only location with the trailer I needed. Would never recommend this location to even my least favorite people.

Rating:

1.0

The truck I picked up needed an alignment so badly that the steering wheel was out at least 25°. Not sure how it could have passed an inspection prior to my rental.

Rating:

2.0

I made a reservation weeks in advance to pick up my trailer at 8:00am. No one was at the location at 8:00 so I called the number from the reservation. No one answered until 8:15. The man who finally answered did not identify that he was from U-Haul and I thought I had dialled the wrong number. He was not apologetic in any way that I was waiting and told me that he was now on the phone helping me…. I left the location at 8:30 and was behind schedule. This should not happen for the first booking. The man did not to seem to care and was quite disrespectful when I asked him for an explanation. My experience with U-Haul has been great in the past and would highly recommend the company but this location is not run well and does not prioritize customer service.

Rating:

3.0

Location seems to be in transition. Supporting equipment rentals was lacking. Only vehicles and trailers were available.

Rating:

1.0

Upon arrival at my designated pick up time, I completed an online check in and picked up the trailer, checked the turn signals and ensured everything was in order and left. I received a phone call about 45 minutes later from an employee with an annoyed tone stating I was late for pick up and he had been “standing there waiting”. I assured him no worries and I had the trailer and would return it at the predetermined time. The manner in which this employee spoke to me was appalling, treating me as if I was incompetent and incapable of understanding a process that is not well described online, as well as the store is not well signed to know where to go. I apologized and recognized my error but nonetheless the employee continued to speak to me in a condescending tone saying “if you didn’t know where to go for the store check in, you could’ve just called and asked, riiiight?” As if I was a child and needed to state the error in my ways. He also reiterated to me multiple times to be back at the predetermined time as someone else was renting the trailer, which I did, and the office was closed. While the trailer was clean and worked just as expected, I’d never recommend this location due to the customer service I barley received.

Rating:

5.0

There was prior damage in a discrete spot which must has caused the padding blankets to become damp. Thankfully our trip saw zero rain and we were able to hang the blankets to dry. I feel this was really no one's fault but we have recorded the issue and I'm sure it will be resolved for future customers. The young man servicing this location is absolutely amazing!! I didn't have enough space here to document my experience, but this employee changed everything for us! He will always be remembered and prayed for, as he was so pivotal in the positive account of our situation.

Rating:

5.0

Extremely professional & thorough. Helped solve a problem immediately Would & will recommend to my associates and friends. Manager very helpful.

Rating:

1.0

Store was closed. Had to call and the representative send me a text of the trailer I was using. It wasn’t road ready. I had to call back for another trailer. I was forced to hook it up myself . Representative was not very helpful.

Rating:

5.0

The floor in the cabin area was dusty. The driver's windshield wiper was broken and fixed with zip ties.

Rating:

1.0

Train employees it’s not okay to yell at the customer. I’ve never been treated this poorly. Will never use this location again, may not use uhaul again.

Rating:

1.0

Divine Logistics here and on Bradford St in Barrie are AWFUL! They never open on time. For this rental I booked a mobile pick up but when I received a message to call the 1-800 # because they keys weren't ready, I was told I needed to wait for the location to open. Kind of defeats the mobile pick up. I was 30 minutes late because, aa usual, they were not open on time nor was my reservation prepared. Horrible customer service, horrible!