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Abuzar S
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.
The inside of the truck was sticky and gross with actual garbage in it & we started our trip with 1/4 tank of gas which was a very disheartening way to begin a full move day + incredibly hard to fill back to that level.
Amelia RHe was busy but helpful
KATHLEEN BI have a photo of the gas tank line before and after and returned with more gas, and they still charged me $16 fuel fee, also when I rented the back of trailer was wide open, but was not able to see that due to how close all the vehicles are parked.
SCOTT DSadly I had a poor experience here. I have used u haul before and it’s been great. I booked weeks in advance and then a week before my move I was told there were no trucks available. I had to find another location without them offering to help me find a replacement. The day before my reservation they asked me if I could move my rental from 730 to 1030. This wasn’t possible at such short notice as I had other things scheduled and booked for my move that depended on me having the truck at that time. When I let them know this, they said well we don’t have the dolly’s you requested, “it’s first come first serve”. They gave me two utility Dollie’s which are not the same. When I arrived on the day of reservation I received no instructions on how to check out the truck and no one was answering any of the lines I called for u haul. Luckily, someone came onto the lot (a non worker) at 8am and let me know about online check in. Once I found my truck it was blocked in by two trailer beds and another 10 ft truck. I got through to someone on the phone (now an hour past my reservation time) and he had to call in two guys to come move the equipment and trucks. I left the lot at 9am which affected the rest of the moving day as you can imagine. When I returned the truck and explained this to the admin staff, he said “yes that’s why I asked if you could come at 1030am instead”. However I told him at the time this wasn’t possible and then he confirmed 730. Doesn’t really make sense. Really not satisfied with the service
NATALIELOUISE QThe staff were very friendly and accommodating. A washroom would be helpful, even a porta potty. The trucks need some cleaning.
Ulysses RVery friendly, helpful staff Great location
SUSAN JTruck was dirty, wrong equipment was given to me, and my certificate was not applied to my final price when i repeatedly reminded the owner to apply my discount. Terrible service and overcharged.
SUMIT Mstaff great truck was clean and set up for me to pick up
TRAVIS CN/A
THADEUS OThe owner was very helpful and provided exceptionally friendly service. I would definitely return to rent trailers here if I need in the future.
GENGYUE ZA great experience for me.
JOHN ATerrible location they will overbill you for fuel
RACHEL BAlways friendly and easy to talk
OLESSIA PNext time, state that the equipment such as the dollies and straps are first come first served. We booked these online and showed up, only for the location to say everything is gone (20 mins after opening). Apparently everyone already had the items out from the night before. We ended up having to buy a dolly which delayed our move.
ELSIE AMore staff
L NKeep up the good work 👏
ADEOLA AWe had to go to Canadian Tire to get a lock. Very easy, but maybe a missed opportunity if it's do-able for U-Haul to have onsite for purchase.
Samantha CI had two main issues. The first was the dirt in the vehicle that left from the previous renter. There was no acknowledgement of the lack of cleanliness or offer for compensation. But I noticed you were quick to charge me $50 in extra fuel including a surcharge for a return the vehicle with apparently lower gas than picked up. Even though it is an aging, manual gauge which is clearly hard to read exactly.
Jonathan AUnfortunately something went wrong with my mobile pick-up (before store hours) so I had to wait to finish some paperwork before getting the truck. I also didn't like the fact that I was given a truck with 3/4 of a tank instead of a full, so when filling it up I spent more money on gas. Other than that, everything else ran smoothly.
GUSTAVO GFriendly folks, efficient and professional.
TREVOR DI reserved a 5x9 open trailer which suited my needs for my pickup. The 3 units available all had broken wire harness and could not be used as I would have had no lights on the trailer. The only option available was a 6x13. I asked if I could use that instead because of the broken harness I was told yes. When I got my invoice I was charged for the 6x12. I realize it’s only $10 difference but it’s not what I ordered and the repair condition of the trailers is not my responsibility. I’ll use other UHaul locations in the future.
ROBERTO CStaff are friendly and helpful. Could use more staff in morning check in. App is cumbersome for check-in. Had to retype lots of info that cold have been stored previously.
Robert RGreat place and great customer service couldn’t ask for better! Answered all my questions that I asked when picking up my truck and it was a speedy pick up. Highly recommend this place if you need a truck. Thank you again
KEVIN PThe guy in the afternoon ( Friday 27th at 3 or 4 pm ) has bad manners, impolite. No respect for customers
Luis CMy truck was low on gas, smelt like cigarettes and the parking brake light was flashing the whole drive basically just beeping. Was only offered a $10 discount.. terrible experience for a customer that gets trucks all the time
KEVIN PThe inside of the truck had not been swept. Wasn’t a problem but I always clean the truck out when I return it and want to pick it up in the same condition
KENNETH KPerfect
MOHAMMED AThe representative was very rude and disrespectful on the phone with me on Friday around 5:35pm and l told him that l will open a complaint against him and he said he don’t care and hang up the phone
LUCILEI SWe had a 9am pickup time which was before the store opened at 10am. We chose the 24/7 pick up option, however upon picked up the truck we were given was blocked in my other trucks so we had to wait until 10am until staff came to the location. They told me that they called the day before to say that “this would happen” but they actually only called to ask if we could come at 10am because that’s when they open and I said we want to do to the original pick up time at 9am and they told me no problem we’ll set it up for you. They were rude and not accommodating. The truck also needs maintenance. The shifter was extremely loose.
Cara PThe office is in a trailer. The area around it is icy and muddy. Perhaps move the trailer to more solid ground.
Joe SGreat staff and service but the vehicle was not very clean in the cargo or cabin, and left me worried if I would be unfairly charged for someone else's mess.
ALEKSANDER ZBig thanks to Fred(?) who went above and beyond to help me get the truck that was partially blocked out of the lot on a holiday Monday
Benjamin PThank you Sam and Sarah!
Stefan MAmazing Service, excelent everything, also the client service over the phone was amazing
RONALD Mperfect
AMADOU BFirst, the confirmation email I got directed me to to a totally different location that I have to call the customer service to confirm; second, when I arrived the truck was buried in snow and I literally had to shovel it out! Third, the trucks battery was dead due to coldness and obviously poor maintenance, so the staff there took another one hour to charge just to jumpstart my truck, and then the truck battery died again when I parked it briefly on the roadside for a few minutes—- I had to wait 3 hours for roadside assistance!
Shih-Chieh LMore parking spaces cleared of snow for customer car parking would be great.
THOMAS YTell your customer the truth.
PAULA DSigns and more parking
Chloe CNothing this location is amazing
MICHAEL KThe truck was a wreck. It had an exhaust leak and we had to roll down the windows so that we were not chocked to death. I contacted Uhaul and they said no others complained and that it would be inspected by a mechanic but the truck should not have been put into service in the first place. I guess this is how they do things in Toronto. It was a US truck and in a bad state of repair as it also had shifting issues, and by the way have it all on video.I think the person I contacted will try and deny my claim that I want my money back for the rental.
JOHN ZExcellent equipment and friendly customer attention.
FRANK CSara was an excellent professional and she got everything ready. Highly recommended!
AHMED AGreat service
ADRIAN LNormally at every U-Haul location, the attendant usually hooks up the trailer , takes a picture and goes thru a pre-trip to make sure lights and everything are working as they should be, the individual I spoke to was fairly nice to deal with, but the told me to go hook up to the trailer and he’ll come out and take a look at it, so I leave the building to go hook up to the trailer trying to lift the tongue off the ground with no gloves in freezing weather, I was on a thick sheet of ice slipping and banging my legs into the trailer bar, and once I got it finally hooked up, I walked back tot he building to let him know, he then came out, took a picture of the hook up and said ok you’re good to go, and went back inside his portable building. Not checking if the lights are working or the signals. So I left the yard and turned left after applying my turn signal and there turned out to be an issue with the left turn signal which did not work, the lights worked but not the flashing aspect. Never had any issues before at any other U-Haul
MANJINDER SI didn't catch the name of the agent on duty, but he was extremely helpful and polite, very easy to work with.
Adam LThe trucks fuel was not half full as per my agreement, the gauge was at less than half. I did bring it to the attention of one of the agents.
Mark Rgood equipment and good customer service
Brad SEasy rent/return process. Very friendly helpful staff.
MAX MMaybe just a result of going after hours in the dark. Could use a large sign pointing to where the uHaul lot is because it’s partially obscured behind a building and we drove past the entrance the first time. Was otherwise fine; dirt lot without designated parking spaces (some trucks were blocked in so inaccessible if you were coming to pick it up). Key return into trailer was convenient.
Nayan WUnfortunately, I do not recommend this to anyone. He calls me condescendingly and says he cannot withdraw money from my card, and he did not even try. The amount was on the card. He calls me and speaks condescendingly. He is very arrogant. I will not go to him again. No matter where anyone goes, I do not recommend this.
SANDOR N