The issue I have is not with the location. They did what the company wants. My issue is with UHaul's exorbitant over-charging with respect to the tank. I was not advised ahead of time of how out of whack with common sense and fairness the fees would be. In addition to charging a $30 service fee for filling the tank, and in addition to charging a fee for fuel that was 40-50 cents higher than the highest recent gas price, you also charged HST on top of the fuel price, even though the actual fuel cost you would have paid already included HST. In other words, you charged HST on top of HST. Yes, yes, I know that CRA and accountant might support that sort of stupidity, but UHaul could try to be cognizant of the fact that their charges significantly outstrip any sense of what a fair and honest rate should be, exceeding what would normally be considered a criminal rate of interest under the Criminal Code of Canada. Although I have been a UHaul customer for years, with annual rentals for events, I am looking at alternatives to find a company that might have a more reasonable and trustworthy approach to such matters.
Michael 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.
fast, reliable. flexible for return. Plenty of space for parking.
OLEKSANDR GThis is the worse location, no customer service skills, they lie, order was for 7am they called me to confirm the day before I get here not open till 9 am. Trucks r dirty, they don’t send receipts unless u stand there and wait they just give u the truck and say they will send. Just the worse rental I’ve ever had.NEVER again from this location
MONIQUE WI booked 2 moving doilies and did not even get one, the sales rep said all were gives to people who came before me then what was the point of reservation and why was this not mentioned before? About the rental- It is parked in a spot where it’s all mud and sand which makes it prone to getting dust and also got my car dirty. The rental trailer’s doors were rusted and did not close properly, I pinched my finger trying to close this junk. The wire connector was clogged with sand and it was too short to connect, very poorly maintained. I gave two star just to acknowledge the guy who helped with the trailer otherwise this place will not be my choice moving forward. I will also let peeps know around not to get the truck from this spot.
ISHAAN TThe guy is very quick and helpful
IMAM BOnly adding this as it was required for this review.Tidy up just a little bit more around the outside of the Office Trailer.
Victor cCustomer service is always great when i only deal with the app for. The driverside mirrow was previously damaged and fixed with what looked like deck screws. When drive it would sway in the wind making it difficult to see cars in my blindspot and make safe lane changes. This vehicle should be taken out of service until it is fixed and safe for other cutomers to drive. I would have to hold the mirrow with my left hand while im making a lane change. Not Safe
EVAN BLocation had barely any phone network connection, not recommended for self pickup
Advaith MVery easy to pick up and drop off
MARCo SGreat trailer, worked perfectly, and very courtesy, fast and knowledgeable people at the Stockyards location. Fast and convenient.
Chris TAlthough i selected no insurance during online reservation, the person at desk included insurance. I do not remember being asked about insurance, and i had already reserved online without insurance; this problem happened other times, i let it pass, but this time i decided to complain. Where is that small screen that i could follow the rental steps and sign off at end?
Adriano LThe personnel were helpful and friendly.
Alireza SI had a really good experience
John Bimprove cleaning of the vehicle.
jorge HMake sure that loading area in van is clean
BERNARD VFriendly service
jorge HLarge parking area with lots of space. Staff was very helpful and showed me everything I needed to know about safety and how to drop off after hours. Thank you for fantastic service!
JOE AExcellent service
bashir QThe location was a little scethy for a rental car company, felt more like a scrape yard. nothing like the pick up location. Good place foe a movie shoot with a gun fight scene.
doug hPicking up and parking at drop off time was a bit chaotic since it's a busy location, and there's no one there to receive people and direct traffic or queue people picking up/registering. Otherwise though the experience was easy and positive and I was very satisfied with the service and the rental vehicle. Being able to get the van really saved us a lot of trouble, in an otherwise difficult relocation. Thank you!.
Andre CI was supposed to get a credit for $50 since our pickup time of 9 am became after 10. Didn’t receive credit.
Rose PSo far it is good... thank you
Stephen LOnline check in process was tedious and long. Wish I'd been told to do it beforehand. Would have been hard to do in a location with poor internet connection.
Vi-An DGreat experience. There was a little confusion at the end about whether to lock the back of the truck or put the lock in the mail slot with the key, but we figured it out. Maybe put a sign on the door with the mail slot that says “deposit key AND lock”
Joseph LGreat experience! The staff was very friendly, helpful, and professional. The equipment was clean and well maintained, and everything went smoothly. Excellent customer service. I would definitely recommend this location and use them again. Thank you!
NORMA YExcellent service Top notch
Jonathan MExcellent customer service from the young man in the trailer.
Jane CTruck drove crooked, truck had to be retrieved from behind other trucks later than pickup, no moving blankets available at location even though I was able to add them to the order online
TOBIAS AThe hours are very short. An earlier opening or later closing or both would be vastly preferred.
Dave GEasy pickup/drop off + helpful employees.
Justin RBroken rear light tire went flat from a crap retread job it put me behind 3 hours with my move
LAMAR SThe truck was poorly maintained The windshield gasket was falling off, the starter was dying and the engine made a squealing sound. The truck was dirty.
Antonio BI made an online booking that was supposed to be guaranteed. My pickup time was 9 am; when I got there and started the check-in process in the app, I couldn’t find the unit assigned to me. Minutes later, I saw the van coming in, so I guess the previous customer returned it late. When I contacted support, they said no units were available for online/app check-in, so I had to wait until 10 am for personnel to come to the site. A person arrived after ten. The overall experience was terrible; no car was available even though you advertise it as guaranteed, and the service was unfriendly.
Salvador CThe flooring was overly dirty. ( oily spots, I was worried would stain furniture or whatever was touching it). Otherwise good overall condition.
Victor LGood service, truck was clean
Hector CThe truck I rented had no oil when I picked it up. I had driven it for about 12 km before the oil warning came on saying there was no oil. I brought it back and they didn’t have another option so they let me use a small van box truck while they took the truck to replace the oil pan. When they did finally return the truck to me it smoked very badly for the duration of my trip. Likely the rings were cooked in the motor which is a shame it only has 30k on it. I rented the truck for towing my cargo trailer. And its ability to handle that task was not great. When my empty trailer was attached the back bumper was basically dragging on the ground. Maybe 4 inches of clearance so anytime you hit a bump it would bottom out. The dealership itself as very poorly maintained. They share a lot with other tenants but have no care or respect for the other tenants in the lot. At the same time we rented the truck we also rented yard space from their landlord. I was constantly blocked in but
Bradley WFirst truck had a check engine light, was told it was normal. Back door didn't latch. Staff weren't very friendly.
BRADY RGentleman who helped me was helpful knowledgeable and accommodating
MAX MBetter communication- we booked the Uhaul for before store hours, but were not instructed on how to pick up. We had to wait for the store to open. Fortunately, they were able to adjust the return time to accommodate the time lost at pick up.
Dawn HDo not wait too long
GARREY HIf you are going to offer 24 hr pickup, dont tell me i have to wait until the counter opens at 10am. Also its nearly impossible to get a truck out of that yard, i was there almost 2 hours for a self directed pickup.
Melike SI've rented auto hauler few occasions; straps non functional (piece missing), low tire pressure, wear on one of the tires, moving parts needed lubricant. Most important having a trailer with good tires properly inflated, and all parts functioning.
eric jEverything went well - quick check in and easy drop off
John Bvery Good
Ikramullah IFred was extremely helpful and friendly
shannon PVery friendly and helpful staff. Smooth and easy experience. Thank you! :)
Tyson CNot applicable
carol aDriver s side rear indicator light not working
Mark HDriver side window handle was broken, couldn't roll the window for parking payment/fob. Driver side door needs to be slammed to close fully or gives error in dash. TPMS error on dash. Wind/draft noise from driver side door because of bad seal. There was no garbage, there were some furniture blankets from previous renter. The blankets I rented were still unused and in plastic. Not sure why I was charged $25 cleaning fee. Returned the truck with more gas than the way I found, but charged $15.52 for 8 liters of gas.
Nachiket KVehicle air conditioning did not work and the engine light was on.
Michael BGreat team to deal with and a convenient location just off St Clair Ave West. No issues overall, except the system incorrectly recorded a full tank at the start of the rental when it was actually only half full.
Maud FThe only problem with the whole experience was that I had to pick up the truck at one place and the trailer at another. It was very inconvenient. Particularly in a large city having to drive from one location to another and then maneuver around and pick up the trailer. Also, not very helpful to need fuel within the first 25 miles of driving. It would be nice if the vehicle at least had a half a tank of gas not a quarter of a tank.
Lee SOur experience in renting two U-Haul trucks from this location -- very easy! The staff is helpful and knowledgeable and they help answer any questions you might have. They also have many vehicles and so the customer has options.
Jaiya GIt was so smooth I was very impressed, I have never rented a trailer before and they explained everything really well, 10/10
Eilean Lservice was great. Online pickup and check in really saves time with a line at 9am. The representative did a great job to get my the keys rapidly even though there as a line. The truck was great and the process was simple.
sebastian oIf a reservation is scheduled for 9:00 a.m., customers should reasonably expect the location to be open, adequately staffed, and ready to serve them at that time. Unfortunately, that was not my experience. Despite having a 9:00 a.m. reservation, we were unable to leave the U-Haul location until nearly 9:30 because the employee responsible for opening the location arrived late. To make matters worse, the truck was provided with an empty gas tank, meaning we then had to stop for gas before we could even begin the move, causing yet another unnecessary delay. While these delays may seem minor individually, on moving day—when elevators and other arrangements are booked within strict time windows—every minute matters. I had reserved the moving elevator at my building for 9:00 a.m., as it was the only morning slot available. Because we started significantly behind schedule, I did not have enough time to bring all of my belongings downstairs and was unable to complete my move-out during my allotted elevator reservation. This then had a domino effect on the elevator reservation at my new building as well. What should have been a carefully coordinated move became unnecessarily stressful and chaotic because of a delay that was entirely outside of my control. When customers make a reservation for a specific time, particularly for something as time-sensitive as a move, they should be able to rely on U-Haul to be open, staffed, and ready to honour that reservation promptly.
Lucrezia PThe people working there were extremely rude and unprofessional and straight up refused to help. Was there for 2 hours trying to figure out how to get keybox beacuse all the workers left.
Vinicius XA paved parking lot in the rain, but I'm being really picky here. The locstion is great because you can park your vehicle on the paved parking lot next door. That is conveniant.
MARCO PGreat location lots of trucks friendly staff
MARC WPlease 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.
Stephen O