This was the worst rental experience we’ve ever had. I have already used U-Haul live chat to request a full refund and Patricia has escalated my concerns. The truck was reserved for 8:30. They had no record of my reservation even though I had a confirmation email. The truck was buried in about 3-4 feet of snow, and not wiped down at all. The representative at the counter had a lot of attitude and zero sense of urgency. And very poor hygiene. He made my husband go get my snow brush from MY CAR to wipe off the truck. And then made my husband get a shovel to dig out the truck!!!! We left U-Haul at 10am with no truck. We were late to our appointment. And then we came back at 10:50 to get the truck, there were no apologies whatsoever. Because the truck was so late, we had to backtrack to one location, causing us to use about 75 extra kilometers. We should NOT be charged for any of this. We are absolutely irate. Livid. So angry with this entire experience. It’s one thing to be late and ill prepared for your customer, it’s an entirely different story to make the customer get the truck ready!!! This is completely unacceptable and diabolical. We have photos of everything. If a full refund is not granted, I’ll be sharing this story with our local news station as well as sharing reviews on all social media sites. Complete disaster of service provided. Do better. Please contact me to make this right….
Allison R
Customer Reviews for Macton Esso
(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.
Third uhual rental this year, first time the trailer was actually functioning properly. Staff was helpful and no surprises. Still wish Listowel location would get some trailers but this is better then driving to Kitchener to get a trailer that is not in working order
JAMIE SThe people had no idea how to handle anything. Despite having booked in advance, no one had warned them I was coming. The poor girl was on the phone for 45 minutes with a supervisor. She kept asking me the same questions that I'd already answered when I booked it. It was frustrating and made me very late. When I dropped it off, a different guy was there who also didn't know how to do anything.
Josh W