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

Rating:

5.0

Good service, truck was clean

Rating:

1.0

The 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

Rating:

1.0

First truck had a check engine light, was told it was normal. Back door didn't latch. Staff weren't very friendly.

Rating:

5.0

Gentleman who helped me was helpful knowledgeable and accommodating

Rating:

5.0

Better 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.

Rating:

5.0

Do not wait too long

Rating:

1.0

If 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.

Rating:

2.0

I'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.

Rating:

5.0

Everything went well - quick check in and easy drop off

Rating:

5.0

very Good

Rating:

5.0

Fred was extremely helpful and friendly

Rating:

5.0

Very friendly and helpful staff. Smooth and easy experience. Thank you! :)

Rating:

4.0

Not applicable

Rating:

4.0

Driver s side rear indicator light not working

Rating:

3.0

Driver 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.

Rating:

3.0

Vehicle air conditioning did not work and the engine light was on.

Rating:

3.0

Great 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.

Rating:

5.0

The 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.

Rating:

4.0

Our 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.

Rating:

5.0

It was so smooth I was very impressed, I have never rented a trailer before and they explained everything really well, 10/10

Rating:

5.0

service 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.

Rating:

2.0

If 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.

Rating:

1.0

The 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.

Rating:

5.0

A 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.

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.