Customer Reviews for Empire Car Rental

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.

Testimonials from recent customers of Empire Car Rental

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Sarah B. on

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I booked the rental for a different location and if I didn't check my email I would of went to the wrong location and would of been pissed. Also the truck wasn't clean. But it did its job so thank you.

Patrick K. on

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Staff were proactive in providing solutions when my project ran into complicating issues. Thanks to both staff members for alleviating my stress.

LARA N. on

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I was charged for gas that I didn't use and a $30 service fee. I'm very disappointed and I paid triple of what the original cost was. I left a message with my concerns and no one has called me back. 416-550-7543

Anette W. on

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Customer did not leave a comment.

Vishnu S K. on

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excellent

KEISHI A. on

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Dropped off on public holiday. Was hard to find a place to park.

Kuan L. on

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All is great!

Jocelyn A. on

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Customer did not leave a comment.

Nicholas S. on

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Alexandra B. on

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I booked online at Prospective Auto 520 Lakeshore Blvd E Toronto, ON M5A1C3 This location apparently has not been there for 6 months. When I got there it was closed, and you had rebooked my location as out at st clair and keele. Seriously you need to update your website. Also this incurred 12.6 km x 2 additional cost for me. Since you charged by the kilometre you should really considering reimbursing me the additional km required 25KM. My order number is 29217033. I would expect a response from uhaul.

Antonio c. on

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Customer did not leave a comment.

Greg F. on

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The location was great, but I was asked by the main uhaul to bring the trailer back to Toronto when I originally planned to drop the trailer off near Kingston. They committed to give me a reduced rate, but it was a total mess and I spent what to much time on the phone clarifying the final costs. The 1-800 folks need to make sure they communicate better with clients and local uhaul staff.

Ronald C. on

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The original location was closed. The website was not updated to state this.

Deepika D. on

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be reasonable. dont call repeatedly. yes im on my way should be enough

Austin H. on

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Customer did not leave a comment.

Kathy T. on

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The app was not helpful for a first time user, more information required like don't give key back until return is complete -- unable to return online because gave key back and couldn't get the information needed to return using the app

Kier La J. on

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very friendly and helpful man who works at this location!

Andrew T. on

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Customer did not leave a comment.

Talal C. on

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The van extremely dirty and smelt as if livestock at been transported in it prior to our usage.

Michael E. on

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Job well done.

Eric S. on

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Speedy service

CHRISTOPHER R. on

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Customer did not leave a comment.

MARCELO I. on

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Friendly customer service

ARLEEN L. on

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Customer did not leave a comment.

RAY B. on

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good job.

Ali A. on

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Location wise not bad. Explained contract like non other location of Uhaul ever. great job

Eduardo N. on

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When I got my reservation, I was informed to pick up the uhaul truck at: 80 Geary Ave Toronto, ON M6H2B5 (416) 253-7765. So I went to this place using uber (btw, $15,00) and when I was there I was told by the owner of the place that uhaul does not belong to this address anymore since four months ago and the website still shows that location, after that I called customer service (waiting 20 min on the phone) and the person that "help" me was extremely rude and said that somebody called me to confirm the new location, that was a lie, nobody called me. Fortunately in the end I was got the uhaul from a different location of my reservation. Very horrible customer service, I'm still waiting for an apologize email and my money from uber refunded...

NIALL B. on

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I booked the trailer at Import Motors on Chesswood and upon arrival to pick up I was informed that there was no trailer it had been stolen. also arrangements were made to pick up the trailer from StClaur and Keele location another hour away in Friday afternoon traffic. I was not notified by Uhaul of this change and I'm my opinion the service I had contracted for was not provided and was a total inconvenience to me in that I had to travel in late afternoon traffic to and from a location another hour away to pick up the trailer which I needed. I'd like to understand why the trailer wasn't delivered to the agreed location.

Elton C. on

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someone from uhaul should be inspecting and ensuring each truck isnt broken, dirty and is useable. All of my belongings had to go in this truck and it had been trashed the night before. Also, truck needed maintenance and had a flashing warning light the entire drive - i didnt feel safe and i didnt feel clean.

Michelle A. on

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Customer did not leave a comment.

octavio j. on

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The location is not the best in terms of the physical conditions of it, it's located near TTC infrastructure which is very practical. The van had stains of mud in multiple places - nevertheless, it was good to find a van rental on the same day, customer service through phone booking was amazing, customer service in location was OK, the van was all I was expecting to use and useful would definitely use UHaul services again and recommend them

Frederick P. on

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The equipment could have been cleaner. Web check was frustrating and kept crashing

Jaeeun Y. on

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Truck was a bit noisy and had many kilometers on it--could be worth taking a look at it. Service was prompt, friendly, and excellent overall. Katherine was great.

JAY S. on

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Had the best conversation with katherine I wasn't sure what i needed to rent and she walked me through the trucks, sizes and costs! She told me about reviewing her service and I had to because she was so great, patient and knowledgable.

HUGO C. on

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Thanks katherine for your quick and easy service! You were very nice and explained what I could use for cash and credit, you get A+++ for knowledge of the uhaul equipment! I would rent again in a heart beat! I am in the body shop business and will be using this location again!

JOHN H. on

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When I was renting their was a young woman their I think her name is Kathy, anyway she was dealing with a uhaul express check in with the phone and finalizing my contract. I was amazed with how professional she was as it had to be frustrating explaining it to the customer and doing my contract at the same time. She managed to do both and I was out of there in a blink of an eye

JOHN S. on

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Katherine was excellent at helping me rent my truck! I would recommend here service any time! She worked diligently and helped me to achieve what I wanted

Grattan M. on

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Customer did not leave a comment.

Stephen G. on

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Clean the vehicle, repair the broken light fixtures, fuel to the level noted on the contract, and pave the lot where the vehicles are stored... Staff person was knowledgeable and most helpful.

mursel d. on

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Customer did not leave a comment.

AMJAD H. on

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Kathy was super helpful, I was having some issues and she was quick and efficient! I would recommend her service at any time, even though she was working alone she dealt with all the customers professionally and timely.

Ingrid A. on

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My reservation was made to begin 30 minutes before the "office" (trailer in a gravel parking lot) opened, as I was told I could check in online and once on site, would follow instructions for the location of keys before 9am. This was not facilitated. The young woman who was there however (Katherine) was wonderful to deal with ... she took care of what the person I spoke to on the phone with should have (even though her workday wasn't actually supposed to begin yet). Also, note that on the Haul rental page ... the location I chose (and thought I was getting my rental from) has actually closed down some time ago (Geary Ave). Please update your website. Thank you.

Alexandra H. on

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Customer did not leave a comment.

Greg F. on

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The check in process was great and the owner helped me hook of the trailer I rented. Very friendly staff and knowledge. Would rent from here again.

Gary C. on

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Can't believe how far uhaul has come technologically

Farley T. on

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The customer rep was over an hour late. I had to pay for my movers to stand there for over an hour because I did not have my truck. I called in to complain and I was guaranteed that I would not have to pay for the uhaul rental. Not only did I have to pay, I was charged twice!! Absolutely horrible!! I will be telling everyone about this experience through social media!

Gwera K. on

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I had been on the phone and twitter support for 3 hours of my work day on Friday with Uhaul to book my van. I was bounced around different support reps who were trying to help me move my location to one that's closer to me so I could bike to it for pick up and then bike home after drop off. This didn't happen. I was told to pick up my uhaul at Weston Road location (very very very far away from my location) so I cabbed there, only to arrive and be told my reservation was at another one south of them, which i also cabbed to. So, i'm already spending more than I want to be on this move. my mileage was doubled because of the location. I had to take a freaking highway - this isn't safe especially for someone not used to driving a big vehicle. Anyway, I'd like to have this set right either in some form of partial refund, free rental in the future or monetary compensation for the time and money I wasted dealing with your thoroughly un-empathetic team. moving is a particularly strwssful situation for most and Uhaul added to that.

Trudy S. on

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Graeme G. on

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The truck was parked in a lot where people had been dumping thier garbage and the truck was basically on top of a old rotting bag...not pleasant. Also, the truck interior was dirty. As an additional point. The self check out option is long and slow. It's much easier to just do the standard checkout.

Ana X F. on

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I got overcharged and am unable to get in touch with the dealer. First time I called him he was nice and said he would fix the issue. I got money returned to my card and everything seemed fine, but when reviewing the new charge I realised I got overcharged again. i am now unable to solve this. The info on my contract regarding pick up and drop off and distance is all wrong. I even sent an email to the dealer with a screenshot of the route I drove that day but no reply was received. Help please!

maggie l. on

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I called uhaul to confirm my pick up and make sure no one had the rental prior to me so it wouldn't be dropped off late. Everything was confirmed. I received a call later from the location that the guy prior to me would not be dropping it off on time. I said that was not ok and it was already confirmed. He said ok let me see what I can do he called me later saying everything was fine. The day of the rental he asks me to come late because he has a doctors appointment he has to go to. I had the rental for 24 hours but dropped the trailer off five hours after pick up as I no longer needed it. The next business day I received a call from the owner of that lot and an email starting I owed an additional 70$. I called him back immediately and left a voicemail. He did not return my call so I called again and spoke with him. He stated I owed money because I dropped the trailer off a day late. I told him this was not correct and I dropped it off five hours later he said " oh ok no problem" and ended the call. I thought at this point the issue was resolved. I then received an email from uhaul a week later stating I still owed money. I called uhaul and spoke with Amanda who informed me that there was now an e-alert in my system and I can no longer rent with uhaul and I had a second reservation coming up. I launched an investigation with her and she said call the following day to follow up. I asked if I should change the name of my reservation so there's no problem she said yes to be safe. I called the location that I had the next reservation with and they would not help me with the e-alert. I called customer service back and they said he e-alert was retracted and I won't have a problem renting on Friday. I called the location back that I will be renting from on Friday and they said there is still an e-alert. I will call back to follow up tomorrow but I'm extremely unhappy with the process I needed to go threw. This was an error on the locations part and they did not follow threw with fixing the over due money which cause it to effect my file. I would never recommend this location to anyone and I don't plan to rent from uhaul in the future.

Joseph L. on

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Truck gas meter would not work. When filling up i had to fill back up to 3/4 tank. I put in increments of $10 to see how the fuel gage would react - no movement. Only movement was if i filled right up to full tank. Spent additional money and provided extra quarter tank of gas due to this issue with the truck.

blazing k. on

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Customer did not leave a comment.

RAY B. on

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Super helpful in helping me get my move underway after a previous cancellation! They went beyond and above

ZUBAYER R. on

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Spoke to a young woman in the phone she was very helpful, and I appreciated the patience!

Austin S. on

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I believe her name was Cathy but she was very good and extremely helpful

OFEK B. on

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Good experience

Kathleen E. on

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Customer did not leave a comment.

Patrick D. on

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Martin L. on

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Professional and courteous. Everything went smoothly. Great experience.

michael l. on

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Estuvo bien.

Ben G. on

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The location was hard to find and tucked away from the street. I wouldn't feel comfortable going there at night or sending my wife on her own to pick up a vehicle.

AARON K. on

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Amir A. on

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Alex L. on

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I booked online for early pick up, however the attendant had never put the key in the car, so we lost an hour on our move. The number provided which was stated to be 24hours just continued to ring, with Michelle never answering, despite numerous calls and voicemails. What is the point booking online for early pickup when the key isn't in the truck? No apologies from any staff.

mars k. on

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Customer did not leave a comment.

Neyson L. on

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At the moment of reservation, I was sent to another location.. I lost time and money because of this. It's unbelievable that a company confirm to a client a pick-up location that doesn't exist anymore. Even a "sorry" I heard about this. Last time using this service.

Lisa B. on

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Excellent service - my first time using them. Would do it again.

Emerson M. on

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Very kind and helpful employee

Clare G. on

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The location is dirty, scary, and unsafe. I was initially overcharged for gas (they changed the fuel amount on my contract), however I called the owner and he was very wonderful to speak to and reimbursed me for the charge. I would never recommend this location but the owner (Fred) was absolutely wonderful!

Benjamin M. on

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Jennifer C. on

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Andrew M. on

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When I arrived the owner/manager of this location was not on site. Instead he had left a young lady in charge. She barely spoke English and told us we would have to wait '15 minutes' for her boss to come back. 45 minutes later he arrived. A number of other customers were also waiting by this point. He was completely unapologetic and extremely rude. I am very disappointed and will not use this location again. I don't expect to be treated with total contempt in the way this individual treated me.

Sean K. on

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Credit Card was charged multiple times for one transaction and for 5 times the amount owed. Took the rest of the week to refund charges. An outrageous practice.

GRAZIELLA S. on

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if an extension of rental time is needed plz addr3ss to the customer in a professional manner.not as if the customer is commuting a crime such as: Assuming the customer is stealing or committing fraud is not the way to extend the use of a uhaul vehicle

Colin K. on

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Anthony R. on

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Move the location out of a trailer and an "abandoned" lot.

Jessica Z. on

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I was told that I was to pick up my uhaul at 10 am at 80 Geary avenue. When I got there, the place did not exist! I called the number several times with no answer. Finally I was sent to 186 mulock ave to pick up the rental. By the time I got the car it was 1.5 hours after the original plan which was very inconvinent. The lady working at 186 mulock was very good but this experience makes me never want to use uhaul again....

Nathaniel C. on

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Thank you for fantastic service

David F. on

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David M. on

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Raegan S. on

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Zackery H. on

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Adam D. on

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sam l. on

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The girls were great at helping me!

Peter M. on

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They were very helpful whit everything.

Jp T. on

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Excellent service.

RAY B. on

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Customer did not leave a comment.

Gian H. on

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All went smooth. That yard is beautiful.

George S. on

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DANIEL C. on

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They accommodated me for a change I wanted to make! The service was excellent

SAULO S. on

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ANDREW C. on

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Sydney H. on

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The worst customer service I have ever experienced.

thomas p. on

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SAFARI A. on

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I order the pick from Jane and st Claire but i was forced to go pick it up from Keel and st Claire. And my order was confirmed during the booking but i was later told that it won't be available

Michelle C. on

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Very friendly, professional, and informative - would absolutely rent from this location again!

richard s. on

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Customer did not leave a comment.

Tammy P. on

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The parking was free. The office staff were very friendly and the transaction was quick. The truck ran perfectly.

Andrea K. on

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It was a little hard to find, but otherwise good experience