Customer Reviews for Empire Car Rental
(U-Haul Neighborhood Dealer)

Rating:

3.0

Staff was helpful. Location was convenient but not necessarily inviting due to surroundings.

Rating:

3.0

The desk was initially understaffed a during the first hour or so of opening, with one employee covering both the desk and the lot, and running back and forth between them. Check in --mostly waiting in line--- took about 35 minutes --and i'd done an online pre-check in. Not terrible, but not ideal, about "average" for the industry? The truck was clean enough and well maintained. The location is perfect for my purposes. Would rent from there again, but hope for less wait time.

Rating:

4.0

The trailer was not available at the location I rented it from. So I had to drive back into the city, and was given larger trailer, at the same price. The U-haul staff was helpful and accommodating to find another trailer, but still very inconvenient for me.

Rating:

1.0

Request for Review of Fuel Charge on Rental Contract 77743877 Hello, First, I would like to thank your team for the overall service during my rental. The pickup and return process were smooth, and I have no complaints regarding the customer service or any other aspect of the rental experience. My only concern is the fuel charge that was applied to my contract. I am writing to request a review of the fuel charge applied to my recent U-Haul rental (Contract No. 77743877). According to the rental records: Odometer Out: 9503 km Odometer In: 9523 km Total Distance Driven: 20 km Fuel Charge Applied: 11 liters ($23.96) Based on the distance driven, the fuel charge appears unusually high. The charge effectively represents fuel consumption of approximately 55 L/100 km, which seems significantly above the expected fuel consumption for a cargo van. I am formally disputing the fuel charge of 11 liters applied to Contract No. 77743877 and would appreciate it if you could please provide: The recorded fuel level at pickup and return. Any photos of the fuel gauge taken at pickup and return. The method used to calculate the 11-liter fuel charge. I would like to better understand how this charge was determined, as it does not appear consistent with the 20 km distance driven during the rental period. If the charge was applied in error, I kindly request that it be reviewed and corrected. Thank you for your time and assistance. I look forward to your response. Sincerely, Contract No. 77743877 .et1358(at)gmail.com

Rating:

5.0

Repeat customer. Super easy and quick. Best option for close local moves 👍👍

Rating:

5.0

You guys are very respectful and have a great costumer service well appreciated your guys have a great sense of humour thanks again

Rating:

1.0

I called customer Service for all the things that went wrong

Rating:

1.0

There wasn’t an office and everyone was wandering around looking for someone to check them in. My husband was asked for help by others. He ended up just unhooking and leaving the trailer.

Rating:

5.0

Keep up the Excellent customer service Sincerely, a long time customer!

Rating:

3.0

I was very happy at pick up but a little verbal instruction would have been good regarding the 4pm closing time on Saturday when that is the bookings intended return day … and then again nobody mentioned that it can be dropped off after hours... (weird that there isn't a locked gate) this also doesn't show anywhere in the locations "hours of operation" when you Google what time you close... Not sure why this is the only location that closes at 4pm (every other location is 6pm, 8pm or 9pm) but a little more disclosure would be nice... and something other than "it's in your contract" when I returned and asked the attendant would probably be better from a customer service point of view. Blunt would be an understatement.

Rating:

5.0

Nothing at all. It was everything excellent.

Rating:

3.0

Customer service

Rating:

2.0

The reservation I made was for 7:30 am at a location on Queen street at Sherbourne. The day before the rental they called and told me I could pick the unit up that I had requested 2 months earlier at St. Clair and Keele street at 9;30. So other than the location and time the reservation was perfect...Jeeeeesh

Rating:

5.0

Customer service was really exceptional at the Ethal Rd location. I had a pleasant time with this location and this is the only reason why I gave uhaul a 5 star review. The queensway location was not the best experience. They let me know w hours before I was moving that i couldn't pick up a truck from then and then tried to send me to Mississauga to pick one up. I argued and had to ask if there was somewhere closer and thats when they sent me to Ethal location. The Ethal location said that they will input in as a one way and I could drop off the truck to queensway since it was closer for me and when I did that. Queensway tried to charge me for dropping it off to the wrong location and I had to explain to them that I already spoke to them about it and gave them a heads up. Very disorganized location at queensway but Ethal is what saved this review

Rating:

5.0

Fast and friendly customer service! Vehicles, clean, and well maintained lots of selection!

Rating:

4.0

The trailer electrical connection wire was not long enough. Need to find an extension cord. otherwise. very good service.

Rating:

2.0

The staff was amazing the location deplorable unbelievable I would not send a person there.

Rating:

1.0

I don’t recommend this

Rating:

1.0

First of all, the representative was extremely rude. The truck was filthy, and the air conditioning did not work at all. On top of that, they gave us a truck with a broken side mirror without mentioning it. I took photos to protect myself in case they try to claim that I caused the damage. I do not recommend this company. They need to improve their customer service, vehicle maintenance, and cleanliness standards. Thanks

Rating:

3.0

Trailer was dirty inside. It took way to long to pick it up

Rating:

5.0

put sexier art on the side of the truck

Rating:

5.0

Excellent customer service

Rating:

5.0

Staff were sent to a site that was actually closed, but where we had booked due to website glitch or something. I really appreciate how the management of this site understands how important reliability is and extra effort was put to ensure we had the truck to move. Thank you!

Rating:

4.0

Everything was perfect, nothing to improve.

Rating:

2.0

I have used U-Haul before and the service was good however this time, the service was very poor. First of all, at the check in counter I was told the rental was for 24 hours then several hours later someone called and said that I had to return the truck asap as the due time was up - the representative speaking was extremely rude and hung up the phone on me as I was trying to explain I was told different information when receiving the truck. I ended up returning the truck that night however, I was charged CDW fee which I opted out of when reserving online and was not asked about it again at check in - turns out the representative during check in added the insurance without my consent.

Rating:

3.0

Not left keys for other cars inside truck

Rating:

5.0

Improve the service at the Queensway location, they let me down twice in 7 year's.

Rating:

1.0

This location has a hidden policy cancelling your reservation if you do not show up within 30 minutes of scheduled pick-up time.

Rating:

2.0

This location is very convenient and we’ve gotten to know the staff over the years. The yard has always been a mess due to lots of equipment and not lots of space. It is what it is and we will continue using this location.

Rating:

5.0

Owner is super super nice! He is professional and very sweet. Customer service was excellent

Rating:

5.0

Personnel was fantastic, easy process to rent and pick-up.

Rating:

5.0

Only possible improvment would be to confirm the pickup location earlier than the day before. Due to not getting my first choice of pickup location, I had a long travel time to get to the pickup location through Toronto rush hour traffic.

Rating:

4.0

the radio wasn’t working or speakers don’t work in the van. not a big issue but there was nothing to listen to.

Rating:

2.0

Representatives at that worksite could be a little more friendlier and without the attitude.

Rating:

1.0

Owner is so aversive

Rating:

5.0

Staff was excellent in helping thru the return. The traffic in this area at this time of the day was horrific! Not U-Haul's fault just a heads up!

Rating:

3.0

You should explain and note ahead of time what a safe trip fee is?

Rating:

5.0

The man who helped me with the pickup was very friendly. He made the experience seamless! The lady who brought up the truck was so nice Would come back just because of them

Rating:

3.0

Due to the pictures we need ro take of the dashboard, the key was left in the ignition and the doors were locked.

Rating:

5.0

The lady at the front desk was extremely nice and helpful, answered all my questions and made sure I fully understood everything I needed to. Thankyou!!

Rating:

3.0

I purchased a mattress bag when I originally booked the truck. Then I was switched to a new location, however I was not able to recueve the mattress bag there, I was told id have to drive to the other location for it.

Rating:

5.0

All perfect, no issues at all

Rating:

5.0

Exceptional customer service!

Rating:

2.0

Properly inspect equipment between customers. Take equipment out of service if it requires maintenance or repairs. Properly document the equipment’s features.

Rating:

5.0

Fred was great. Will definitely come back again and refer this location to friends because of Fred

Rating:

5.0

Way to go !!!

Rating:

5.0

Nothing. The manager and his son were terrific. Great customer service and very nice people.

Rating:

1.0

Charged for service I did not use. Thr gentleman was yelling over the phone he's not to blamed and I got hung up because he said he's too busy. Will never return and ensure everyone in the neighborhood will never visit this location

Rating:

5.0

Great customer service

Rating:

3.0

Drop off area is very crowded. Industrial feel without clear organization of parking area.

Rating:

2.0

No-one was at the reception. We had to call and wait for the person to drive to the location...

Rating:

4.0

The staff was very attentive and helpful while I was picking up the trailer. They also made it very easy and straightforward to pay and check out.

Rating:

2.0

The employee charged for me coverage without asking and when I mentioned it, he said he would take it off but didn't

Rating:

4.0

Thanks again.

Rating:

2.0

The vehicle had less than 1/8 of a tank, I was told I'd receive a credit of 40$ to put more gas in. I put 40$ of gas in before dropping it off, including the receipt and the 40$ credit did not appear on my receipt. The dolly was not there when I asked, the desk person made no attempt to offer me anything else. Surely you should have many dolly's ready for situations like this?