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

Rating:

5.0

Great location lots of trucks friendly staff

Rating:

3.0

Please clean the vehicles; the front cab was disgusting. Everything was coated in a layer of dried-up coffee, grime, and dirt. And then on top of that, I was charged a cleaning fee when I returned. What the fuck, UHaul. Get your shit together.

Rating:

2.0

The gas was almost at empty and they required me to fill it to 1/4 in the contract to not be charged penalties. I have a picture of the fuel gauge and within 15 km the low fuel warning came on. I just filled to 1/4 and moved on rather than fighting them but I find this predatory relying on people to not want to fight for the fair treatment.

Rating:

5.0

Easy pickup and drop off. They had an attempted break in the day before but didn't let it affect their service.

Rating:

3.0

pretty typical. The biggest delays are at the desk, waiting for your turn.

Rating:

4.0

The lot itself (or really, the area around it) is pretty unimpressive and even sketchy with lots of trash in the grass where customers are supposed to park. The 10’ truck I rented, by contrast, looked to be brand new and was very clean. Additionally, although there was a pretty long lineup of folks arriving at opening time, I was second and was served in a timely manner so was quite pleased. I’ve rented from U-Haul numerous times in numerous locations and this truck was by far the best I’ve ever rented. Thank you!

Rating:

4.0

Everything was fine, I only had to drop off the key in the box.

Rating:

2.0

Long waiting time. Staff struggling with connectivity down. No point in checking in online if you have to wait long lines. One staff running around until supervisor showed up more than 20 minutes after opening.

Rating:

1.0

They’re completely crazy. We rent a 15 foot van from this location they gave us total cost around 170 cad so normally we rent for one day and we drop off the van at night time so before the rental time but than I checked my bank account they purchased 286 cad. So everything was perfect with the car I took the car’s photo and fuel everything.. they are scammer absolutely not recommending this place… Crazy….

Rating:

5.0

The trailer i needed wasn't available closer to my home in Arthur Ontario

Rating:

1.0

Terrible customer service

Rating:

5.0

Perhaps offer lower rates per km

Rating:

3.0

Location did not have dollies despite it being reserved ahead. Had to go pick up from the Stockyards location instead.

Rating:

4.0

I dropped off around midnight so I can't say much about the staff or the place. It's a truck yard, so no it wasn't "clean and inviting" and I wouldnt wanna be there at night by myself, but it's effective, and was easy to get the truck into a spot. It was great I could just do the drop off over the app on my own schedule and not be stressed about missing a drop-off time because the move took longer than expected. Uhaul needs to make the checkout menu easier to find and load, but that's not Empire's fault. Overall this place is way better than I expected for a Toronto drop-off.

Rating:

3.0

Entrance to the lot is very narrow and there are a lot of trucks and trailers so it's difficult to maneuver around. Sometimes need to wait for trucks to be moved first before you can enter the lot. Was understaffed - one person seemed to be working. Having at least 1 more would make it easier to manage inbound and outbound rentals, and helping customers with trailers (hook-up and disconnect).

Rating:

3.0

The truck was clean but at some point it left us stranded for 2 hours because the battery ran out.

Rating:

2.0

I was given a truck that wasn’t the one shown to me on the app after mobile check-in, which is ok because the original app truck was blocked in the parking space. The issue is that the staff were not helpful or accepting of the fact that I would not leave the lot without emailed confirmation that the truck I got was different because of liability. The truck also had a broken wiper, which was dangerous because I had to drive through a squall and had sub optimal visibility.

Rating:

4.0

The van was very dirty and had a strong smell at pick up. I’m sure this location would benefit from more staff. The young lady working the front was great, she killed it but seemed to be alone for most of the day and very likely needs help. There’s only so much she can do on her own. She very likely did not take a break in the full 9 or more hours the location was open. I left at 630 and she was still working. I’m sure the company can send more hands especially when the location up the street is always crawling with staff. At least one more every day would be better than leaving one person alone. Do better. Your staff deserve more.

Rating:

5.0

Andy was extremely helpful. I needed to rent a Pick up truck earlier than my scheduled time He made it happen Excellent customer service Long time customer

Rating:

4.0

I had a problem with the invoice, but after a couple calls and a visit it finally got corrected.

Rating:

5.0

I would recommend renting from this location! They were opened earlier than the listed time, there was someone who was able to help and they were very friendly as well. Very easy, very flexible, the truck we rented was good and clean as well!

Rating:

1.0

This is where the real problem occurred, but it happened because of something that happened at the first location

Rating:

5.0

It was mid night so no one was there to help at the location but it was way obvious what to do

Rating:

5.0

Fred was friendly and although we were short on the items we ordered, he did his best to obtain what he could.

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!