Customer did not leave a comment.Joseph C.
Customer Reviews for Empire Car Rental
(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.
Customer did not leave a comment.Malcolm H.
The person operating the front counter was very friendly and helpful and really made this whole experience a good one. Thank you!John B.
Fred was really efficient and helpful, he had everything ready to go so I could get out of the lot and into my move as fast as possible. Friendly service and easy process, online reservation sped things up too! Would definitely use this location again.Vanessa S.
Gentleman at the desk was very friendly. Wasn't clear on drop off instructions. Hope we did it right!Shelagh W.
The engine light was ON in the instrument panel and when I told the staff, he said to ignore it ... definitely not the way for staff to reassure the client's safety. When we pulled away, the truck was sputtering so we took it back to tell them. The staff drove it for 20ft and said it's fine, and that we had to take it because they didn't have another truck to change it with. We had to drive extra KMs to avoid the highway because we didn't feel safe in the truck and the truck kept stalling on us. Overall, this was not the smooth transaction we had hoped for. Moving day is stressful enough without having to worry about the truck we rented.Kevin D.
I rented a dolly and upon pick up, the worker invoiced it out. It wasn't until I asked where it was that he said they didn't have any at that location. Perhaps double checking the equipment ordered before hand, as well when calling to confirm the location pick up, they can provide this information. The online booking said our reservation was before they opened so it would be the contactless pick up however it was open (online said opened from 11am-4pm, sign on the door there said 9am-6pm). When I came to return the rental at 4:30pm (much earlier than I had rented until which was 6pm), the place was closed? Just inconsistent and confusing overall.COURTNEY T.
Your front desk employee is very deceptive. I booked a car and he checked me out and added they $15 insurance...I asked him to remove it and he said he did, but refused to print another invoice for me to sign...and insisted the original contract m with the $15 would be removed. I've since returned the truck and was charged the $15 insurance. I do not doubt that he didn't actually make the change. I won't be returning to that location ever again.VINH T.
Customer did not leave a comment.Ferenc H.
Staff here were great and worked through a long line quickly and with a smile. I normally groan when I think of uhaul but this location made my move so much easier.Jeffrey S.
Service was nice and fast! Line was very big, since I did online checkin it was a breeze!eduardo D.
I have reserved to borrow a furniture dolly but when I was there to rent it, the receptionist told me that they didn't have any available. What is the point of placing a reservation? The receptionist told us to take the applicable dolly but we were charged for the appliance dolly AND furniture dolly for some reason even though we did not take a furniture dolly.Taegu C.
Customer did not leave a comment.Richard B.
Customer did not leave a comment.Felipe O.
Customer did not leave a comment.ROMANCHRISTOPH F.
Customer did not leave a comment.Rafael Z.
I liked this location as it was close to my house and meant lower mileage fees for just picking up the truck! I didn't really care, but the truck was very dirty. Perhaps that is unavoidable as this location is a gravel lot. However the inside of the windscreen was so dirty/dusty I needed to stop to clean it because I couldn't see driving into the sun. There was some garbage in the door pocket from the previous customer (I threw it out with mine) and muddy foot prints all around the floor of the cabin (I was wearing boots so didn't care). It was clear the truck wasn't cleaned before customers (which I hope wasn't that recent in light of the whole Covid situation!). The truck also had a low left rear tire (22psi) and I had to drive directly to the gas station to fill it up. I am pretty care free, observant, and know how to fill a tire to the correct pressure, but a tire with such low pressure on a truck used for towing a heavy trailer could have resulted in a blow out and accident for another customer who expects to be leaving the lot with a fully functional truck. I am also submitting this review before getting my final bill emailed...Eric V.
Customer did not leave a comment.Colleen O.
Customer did not leave a comment.richard L.
I don't believe I ever ordered the $15 Safe Move coverage, but it was there on my receipt. Sure I guess it was partly my fault for not checking the invoice more thoroughly. But this type of "error" is all too common: add a service that customers never ordered and hope we didn't notice while we were distracted or rushing and by the time we realized it it's either too late or we just didn't have the energy to dispute it. Too bad. This is so unnecessary for a company such as yours.HARRIS D.
Customer did not leave a comment.Man Fu Daniel K.
Give in advance to a client what manufacturer and model is for rented vehicle to get familiar with all functions within a cabin and other features. Generally I'm very satisfied. Thank youMLADEN T.
after two attempts to use the mobile pickup the van we were trying to rent was given to another customer. Had to wait in line for an hour to get a car (it was pouring rain)Jennifer D.
There was a long wait to pick vehicle up despite doing online check-in. Previous user left belongings in back of truck, Warning light for passenger and driver side we're going off.Lukas S.
Have products available for purchase like mattress covers, of any other things to help protect thingsMichael L.
Customer did not leave a comment.Laszlo O.
Customer did not leave a comment.Matthew T.
There was a huge line up not equipped to handle the customers. I had booked a pick up truck for a specific period of time, but ended up losing a significant portion of that time waiting in line. The truck was dirty and Uhaul miscalculated my mileage and on top of that has also overcharged me despite providing me with a receipt with the correct charge. I have to waste my time having my credit card company dispute the charges. I'd say my experience was a joke, but there was nothing funny about it. Although they amount to the same thing, greed and stupidity defined by UHaul experience. Jerks.Kurt P.
The truck was filthy. Professionalism. Equipment and accessories to ready upon arrival. TrustSam P.
Awesome service! Fast and friendly. Lots of space unlike other locations.Brandon B.
The size truck I ordered was not available, and I had to get a smaller truck. We had to overpack the truck to avoid throwing things out, and of course some items were damaged.JASON S.
Customer did not leave a comment.Luciana F.
Friendly and helpful. Excellent valueCristina S.
I was charged $15 for gas even though I put in $20 before I dropped it off. So you are saying it takes $35 of gas to go 40 miles. Sounds like I'm getting ripped off.Derek R.
Customer did not leave a comment.Vadim B.
Deliver a truck with a full tank of gas so there is no question as to the level of fuel when it's being delivered back. I had to pay an additional $18. As the clerk receiving it back did not agree with my best guess. It's a lot less hassle if the rental starts with a full tank of gas. Otherwise the experience was just fine.Jay A.
Add more parking lot lighting for after-hours drop-off. Maybe on a motion sensor or something. I thought I was in a horror movie when I returned after dark. Tractor trailers kept shining their lights right at me and the ghosts of stockyard slaughtered pigs past wee-wee-wee'd at me in a confrontational way.David M.
Van was not cleanFrancisco J.
Understand the reservation. My initial reservation was canceled when I went to pick up by agent as they couldn't understand my reservation. Took me more than an hour to pick up the truck wasted my time during moving daySUDEEP A.
Super friendly staff!!Dale H.
Customer did not leave a comment.David A.
Customer did not leave a comment.Luke A.
Customer did not leave a comment.Tim S.
Having the employees be helpful and care about the customer somewhat would be a good start.Brian T.
The pick up and drop off process was quick. However, the truck was dirty and one of the wheels was at 50% capacity, creating a possible health and safety hazard.Alison G.
Great time overall. Thanks a bunch!robert W.
Customer did not leave a comment.Nadeen K.
Customer did not leave a comment.Mathew F.
Customer did not leave a comment.Amanda L.
Great Customer ServiceMario E.
Customer did not leave a comment.Jamie H.
Would have given 5 stars if the truck was checked before I picked it up. Smelled like cigarettes and messy. But the service was great and staff were friendly.Michelle M.
I rented a 20' truck online Thursday for 930 pickup Saturday morning. I called uhaul Friday to double confirm as I have been left without a truck before by uhaul regardless of my rental. It was confirmed and I assumed I would be good. Saturday morning I showed up at 930 and they told me they had rented out the last 20' truck and that my rental was for 3pm. They told me that the 3pm truck may never come and I should take a 15' which I did. It was painfully small for what I was using and I had gone out of my way to double confirm and was still screwed. I rent a lot of vans and am disappointed as often as not with this company.Ryan B.
Customer did not leave a comment.Peter A.
Customer did not leave a comment.Chelsea H.
U-Haul has some of the worst customer service I have ever encountered, and refused to offer a solution to the abysmal service I received, and the unsafe vehicle they rented me that had a dead left turn signal and dead emergency lights. I waited patiently for a response from a rep, and received only one reply that insinuated I was to blame for their mistakes.Erin M.
Customer did not leave a comment.KUSH O.
Self check in function does not workFelix M.
Customer did not leave a comment.Jason T.
Customer service rep was friendly, efficient, and kind. Exceeded my expectations. Thank youMatthew G.
Customer did not leave a comment.Caroline W.
Customer did not leave a comment.Alfeu N.
Do not ask the customer for a preferred pick up location and then move it over an hour away giving us only a days notice.Myles A.
We met Adam who was professional and helpful. There was someone with him who made me and my mom very uncomfortable - while we stood in a tiny makeshift office with nowhere to go. There should be more though and consideration to make this a safer space to others, especially women.Nadia J.
I ordered a dolly with my truck online and never got it. Additionally, the U-Haul app and website were not working for early pickup. Another customer and I had to call several different numbers before we got any help, the main U-Haul line was completely useless and rude. I was late with my move and almost did not make it for my elevator reservation time. The staff at the location was very friendly when I dropped off the truck though.Megan H.
Customer did not leave a comment.Chloe D.
Great service! Friendly and helpful!Juliah T.
Customer did not leave a comment.James B.
Just wanted to thank our friends at U-Haul at 87 Ethel Avenue for an excellent experience all around. We'll be back!Jaime V.
Customer did not leave a comment.Michelle T.
Customer did not leave a comment.Ralston B.
I made a online pick up order, however, I dont have credit card, and when I arrived there at 3pm, they were nobody in there. the app told me to swip the card inside with the agent, the agent was not at the location at 3PM at the afternoon, then, a guy arrived and said that was a friend of him. he called him and told me that he was about to arrive in half an hour. at the end, I rented the truck an hour and 15 minutes after. it was cool AF outside and was a really dissapointed experience. btw, just for the fact that I dont have credit card. I had to wait this unbeliavable amount of time.Cesar Augusto M.
Excellent customer service.Carla Z.
Great location with a large number of vehicles in different sizes. Nice and efficient customer service.Conrad K.
Had to wait over an hour at the location before getting the trailer that i reserved. Trailer had a flat tire and a broken wheel baring. It was not fit for the road but i had to take it as i was desperate at the time. Staff was unhelpful and unfriendly. Overall terrible experience. I have used uhaul at different locations before. Needless to say i will never come back here ever again.Patrick C.
The GPS never worked, I was trying to locate the point for 30 minutes, I was finally able to get out with the truck with the help of the person who works in the place, but there was a long line of people and I was able to rent my truck 50 minutes later. Please fix the GPS so the people can do the self-checkout.ABEL D.
Adam was very helpful and friendlyJAMIE C.
Closed earlier then what the website said, and i wouldn't have gotten my truck if i didn't call about parking prior two hours before it was my set up time.... not sure if i would use this location again because of that.Shawna D.
Customer did not leave a comment.Owen D.
Customer did not leave a comment.Philippe M.
Customer did not leave a comment.Jose F.
Service was great! Fred helped me out with the rental, made sure I was comfortable with everything and off I went. Upon returning, he was there to greet me and issue the refund on my deposit within minutes and I was on my way. Definitely will use this location again. Easy to pull in, park and take a look at their inventory.Anthony M.
Customer did not leave a comment.Peter D.
Please fix your website. I was unable to check in online as the site kept saying I was in the wrong location.Philip B.
Wrong location, had to activate the location online in an old spotnadhir S.
Customer did not leave a comment.Sanaz A.
Customer did not leave a comment.Don W.
That camper trailer your office is in looks sadedward B.
Customer did not leave a comment.Avraham S.
Hitch was stuck in ice, but managed to clear it and pull it out Trailer light connection extension was missing; but was quickly supplied. Great price. No issues.Paul D.
This location is very understaffed. Only two guys working. Both of them were very helpful and friendly though. Had to wait in line for 30 minutes even though I had a reservation. The lot was full of slush and snow. The van was not clean at all.Ahmed M.
The mobile pickup wouldn't work because we arrived slightly after our pickup time. Why have the mobile pickup option if it isn't flexible? Once we waited on hold to have the time reset, the mobile pickup wouldn't work because it said our GPS signal said we weren't in the right location. We double checked our settings, tried it again. No luck. We tried using a different phone. No luck. Checked those settings. No luck. We googled the pickup location and parked our car directly on the GPA coordinates indicated in Google maps and tried it again with both phones. It didn't work. Eventually we have up and waited another hour for the location to open to pickup the truck.Peter C.
Mobile pick-up didn't work because my phone's GPS didn't recognize 87 Ethel as being the location of Empire Car Rental. I spoke to 3 customer services representatives and none of them were able to help me. I was told someone would call be back with a solution, but no one ever did. I ended up having to drive my car away from the lot (about a quarter mile away) in order to start the mobile pick-up process. It took me over an hour to figure this out, which meant I ended up paying for extra time that I wouldn't have needed in the first place. On top of that, the dollies I ordered were nowhere to be found. This was a very stressful and unnecessarily difficult experience.Michael S.
Horrible experience. Changed my truck location last minute, truck was dirty, zero gas so it was the first thing I had to do, 3 hours into my booking, we got a call that they wanted the truck back for other customers even though we booked it appropriately, and they didn't have the equipment we had booked so had to figure out another solution. Absolutely brutal and will certainly be sharing this info on my social media.Ben R.
I got charged way too high and they can't explain why, honestly won't rent again on uhaul feel like got scammedJun Rhes S.
Customer did not leave a comment.Samuel K.
Excellent customer service and friendly people.Balram K.
One of the staff in the trailer was sarcastic and weird towards me for asking to keep the trailer door open during the interaction. That was uncalled for. We are all far enough into the pandemic that we should all be aware that better airflow reduces transmission; keeping the door open makes the interaction more accessible to people who may be higher risk interacting with others. The entire point of u-haul is that it may be an option for people who can't use commercial movers at this time. Anyway that part was quite annoying. Everything else was fine.Noam L.
My experience began by receiving a notice less than 24hours prior to pickup that the vehicle will not be available as reserved. When picking up the vehicle the service was incredibly slow, myself and others frustrated waiting. Finally the vehicle had less than 1/4 tank of gas. Overall a regrettable experience.Owen M.