Uploading pictures on Mobile App was an issue. Once you park the truck in the designated spot with other trucks parked on both sides, it is not possible to get photo showing complete vehicle. It took 15 minutes after parking just on App. with multiple photo uploads
Bharat B
Customer Reviews for Monroe Auto Glass
(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.
Fuel tank was nearly empty, parking break and doors were broken. The vehicle needed maintenance and I paid extra for gas. Would not recommend.
Jessica JVery limited parking spaces
Brendan VTerrible had to take pics myself of this van and kilometers and they wanted gas too very inconvient key was outside in a box terrible had problem with the key box thing hard to open the guy at Monroe said if he has to take pics I would have to give him 20 bucks lol terrible service
CYNTHIA DThe customer service agent was very rude and had the worst customer service ever. He was literally arguing with us. He also provided us an incorrect password to return the keys.
Florence TMy experience with U-Haul was extremely disappointing and questionable. After their initial communication about a problem, they escalated the issue within an hour, not giving me a chance to respond or clarify. This was despite their email stating that I had until the end of the day to resolve the matter. I feel the actions they took were premature and unacceptable. Additionally, I was unfairly charged a cleaning fee, even though I returned the van in the same condition I received it. As a result, I won’t be using their services again or recommending them to others.
ADRIENNE DThis was just a satellite uhaul pickup - it was a car repair business that had the one uhaul truck in its lot for re- rental …. It was a the closest pickup point to a truck size I needed - so it did work out to my convenience but there was nothing else to compliment the Uhaul experience as in supplies which I needed , or cleaning of the truck ,not sure if they had the ability to fix any issues with the truck if it needed repairs, safety inspection etc . So was somewhat hesitant in the rental However the clerk was helpful and gave me direct access to uhaul customer support if needed etc . , ldirected me to closest gas station … I was an out of town visitor going to another town so was not aware of my surroundings and somewhat hesitant about the rental transaction as it was also on a side road lot industrial area … It went smooth all the way to my destination The truck cab was quite filthy … that area needs to be cleaned much better - I have rented a few in the last year or two and they r always grimy But a great way to rent for moving
DANIELLE TProbably my worst experience thus far. Rented a dolly and furniture pads neither were in my truck. I had to call and make arrangements to go pick them up in the town over the whole situation delayed my pick up 90 minutes. Then I got my bill and I was charged for the kilometers I put on to go get the equipment that I wasn't given. I called and was giving a discount which was great. I will use you guys again I usually do a few times a year. I understand mistakes happen and was compensated appropriately.
Sean MThe truck I reserved wasn't there. Took 30 minutes to find out that it was in Scarborough for repairs. Took another 30 minutes to upgrade me to something they did have on the lot. I don't blame the location, I blame Uhaul.
Gordon AThe app didnt work. No code for the keybox was sent. Had to get Monroe to it all again on a separate device. Was also over charged. Vehicle was dropped off at 12:16pm. Cell nunber given to text once key was return was texted as instructed but receipt shows return was 1:41pm.
Douglas MI would recommend a complete overhaul of your online check in. It is neither easy to use or convenient.
DONALD KService by Bruno was Excellent ! We will absolutely recommending-U-Haul & this location.
Douglas BThe website was so slow. Nothing loaded about taking before pictures of the rental vehicle. The workers at the location were helpful as much as they could be. Nothing replaces having a real person take a few minutes to fill out the forms and look over the vehicle before and after the rental. When I finished the rental, again the website was so slow, I had already returned the keys to the lock box and then the link loaded. Uploading pictures took forever. I took the picture, clicked on the green check mark and Nothing happened. Then when it finally got to the last stage of uploading and letting me know all was well, it never did. Hung there for over 30 minutes. I finally called the 1 800 number to make sure all is good. I was very disappointed and will probably go to Home Depot, where they still have a person to over see the process. Also, I think I was over charged on the mileage by 20 miles but didn't want to fight through the App, I just wanted to end the experience. I wasted so much time with the App on pick up and drop off. My signal was 5G and I had full bars.
MARK ANothing,good friendly environment,keep up the excellent work
ANN GBruno and his team were not notch from start to drop off. The equipment was clean and facility was presentable. Way to go Munro auto!’
FRANK PBest outlet in Durham. Reservation process online is clunky at best and should have a faster solution for regular renters.
Sandy GIt would be extremely helpful to inform people when booking online (via website) that the app is required in order to pick up. It cost me a lot of uneccessary time when I arrived to pick up to be told I had to download the app, create an account and upload all the information that way. Defeated the purpose of the online booking.
ToMarah HI had my schedule my pick up at 10 as I had to pick up my appliance at 11:30. Due to the system being slow I had to pick up at 12 and it made mess to my schedule
Shanawaz AMake sure the app functions properly. Had to have a service rep call in to ensure a returned vehicle was back in the system. Also the gas tank was at 25% and I was charged for a full tk surcharge. My travel time was < 4hrs and distance was < 10km total. I was charged 60 dollars for gas. I contacted the online service associate who placed me on hold after i explained my situation. I will not use this service again and will ensure others everywhere are notified of this company's shoddy practices.
DAVID PEverything was good
Rehul SWe got to the location and checked in and waited for someone to approve us. When no one did we called and were put on hold. We lost 30 minutes of our rental time waiting to be approved for the rental. We returned the vehicle 15 mins late and were charged for an extra hour. Very unhappy about this.
Cheryl TThe self pickup process was confusing and it took 45 minutes to work our way through the app process. The next time I would try to find a pick up area where staff are present and the key is picked up from a person.
Daniel LUhaul customer service was deplorable
Gaetane BOnline check in should be easier for repeat users.
RYAN SI know it is a vehicle share program, but it would be nice to have the vehicles cleaned out after every rental. I always do my best to leave the vehicle cleaner than how I received it, however it is not always the case when I pick up. I find I have to wipe everything down before I start my trip. The location and staff at this location are amazing. However the internet is not the greatest, so trying to pick up and return online was difficult.
PATRICIA CAlways great service from these folks!
GARY GPerhaps the lady could be more accommodating , she seems piss off to extend help in figuring our password… as early as 9am she seems doesn’t care , bossy almost arrogant in a way. Anyways it went well with our moving and that’s what matters most.
carmela dthe truck we reserved was soiled. they made us take a larger truck at a higher price. My card has been double billed and I'm still waiting for a call back to resolve.
Martin KConvenient location and great staff!
GARY GThis is a remote location and although I did the pre check in, I still had difficulty checking in as the system asked for the pictures again and was having trouble recognizing my face. The drop off was also problematic and after getting to the end I realized that when you say “picture of driver side or passenger side equipment “ you really mean the driver and passenger sides of the vehicle and not the interior. I was unable to open the lock to put in the key as the code given doesn’t seem to work so I eventually went inside the Monroe shop and the young lady offered to take care of it.
Abdool AThe rental process was very frustrating, using the app. It took a lot longer for pick up and drop off and in the end wasted about an hour of our moving day trying to figure out the whole process. At drop off, we had to contact support because it would not access our location only to be told that we had to use the website instead of the app, after wasting 10 minutes watching it spin. I purposefully chose a time when the location would be open so that I didn't need to worry about technology and had someone to help and was disappointed that I HAD to use the app.
Erika RThe vehicle cab portion was unclean, not with garbage, just has not been cleaned of dust and dirt buildup. The truck had not been used in a while and was covered in dust on the outside windows, unfortunately there was not windshield washer fluid to assist in cleaning the front windshield. The drop off portion at 9pm is not ideal, it is dark, you are asked to take pictures of the exterior of your rental in a dark rear parking lot. And the key drop off is located up against the building with no lights, we had to use the headlights of my personal vehicle to assist me with returning the keys. Convenience perhaps in using the app to pick up and drop off, but the process is lengthy and not ideal during the evening hours of a commercial area.
lorelei mI believe trucks should be cleaned after every use. Especially since we just went through covid. Also don't care to use app as much as I did if a live person is on site. Just a slow process if your not use to app. Or if there are problems
Christopher SIf it weren't for the staff at Monroe, I'd have cancelled my order. Your app is terrible, I am actually a designer but I couldn't even log in. Garbage, every time. Thankfully, they were helpful.
Brian HVery poor customer service. Was charged for insurance though I didn't opt for that. Also overnight service...
Adeniyi OWhen I booked on the phone I was told .50 cents per KM but I was charged nearly double. I have emailed twice to UHAUL but no response.
Allen BExcellent customer service. No ability for the location to credit approximately $95.00 in fuel when closing the rental agreement. Totally inconvenient and ridiculous to ask customers to call head office to claim a $95 credit owed.
RONALDB MMake sure snow is cleared from vehicle surrounding. The truck was stuck and was hard to come out of parking spot due to snow. It was sliding and wheels kept spinning with no traction. Make sure tires are good as vehicle tires was bound to slide on any snow present.
Dana KEnsure trucks are cleaned before he next renter, and place dolly in truck for customer.
Roger DVery pleased with my experience. Service was great, pricing reasonable, process was simple.
Patrick FNothing. I was treated well needs were met quickly. Overall excellent experience
Chantelle MYou gave me a car without winter tires. Almost had an accident. I WOULD never recommend your services to anyone especially in the winter period.
Bawo MCharged me 2 different fuel charges, I put $30 in the gas tank as soon as we picked up the truck because they gave us the truck with no gas in it. Said return it with the same amount it came with, which was NONE. I also paid extra for a dolly that was not given to us. I want the fuel charges refunded. You also charged me $1.75 per km when online it was advertised as $1.09 per km. Not impressed at all. Also the security deposit was never returned. Charged me $77 onto my bill when I put $30 in the tank right away. And I returned it with the same amount. What a rip off, I’d never recommend this company to anyone.
Steven HLove these guys!
GARY GThe previous customer was late by half an hour, but then when he arrived there was constant issues with the system apparently so he couldn’t help us. The man was rude and didn’t care at all. Simply told me there are no other trucks available. My furniture pickup was late by an hour and a half.
Matthew GDID NOT GET MY EQUIPMENT with the truck. I have reported this yo uou guys multiple times and still getting charged for it.
Paul FLocation was clean. Employee was helpful. Only bad experience was that I was charged a collision waiver when I said I didn’t need it. I didn’t find out until I received my receipt. Was then told it could not be reversed. Also, I was charged a higher amount for the waiver then my original contract stated. Customer service helped to rectify that but could not remove it completely. Not happy about that.
Sarkis HI’m still waiting on the bill/statement.
Michael CI use this service for delivering large items and had a appointment at 830. No keys were placed in the lock box at 730 when I arrived. Was forced to drive out of the way just find out the new location and the rep couldn't find the key and I had to park anywhere but in the uhaul parking lot. Horrible experience. I was ober 1 hour late due to more traffic and the servi e was either non existent or terrible. Truly hope ot never hapeens again, otherwise I will be finding alternatives.
AKEEM PCheck in and out process was difficult to follow since it had been years since my last rental. Location seemed to not know the process and couldn’t provide direction. Vehicle has a serious steering problem. You can’t drive straight. I have still not received the email receipt!!!!!
Ted BRental only had 1/4 tank of gas upon pickup Rental had poor A/C and the lack of electronic locks and windows was also an annoyance
Kyle FI was ripped off by Uhaul. They charged me more than was discussed and agreed!
OKECHUKWU OFantastic team at Monroe!
GARY GThis was not an ideal pickup location for me. It was 40 mins out of my way compared to my preferred location. The staff were polite and helped me connect the trailer. However, the trailer was covered in mud. No one could verify if it was in working condition, or if the tire pressures were correct. I received no paper work or a receipt. Upon getting the trailer home I had to power wash it and check all tire pressures which were all 5-8 psi low. I still have no idea why I was charged additional $89 dollars. Considering the pickup experience, condition the trailer was in and out of the way location I want that money back.
Douglas BLocation was great. U-Haul online check-in, checkout is not great.
Andrea MEverything ok
kalaichelvan sGreat service!
GARY GMake sure all the items purchased are available- we got no furniture pads, and we got our truck 30 mins late because they were trying to validate our contacts and when they weren’t able to, they abruptly disconnected communication. We were late to picking up our furniture and stressed as the brake and the gas were falling apart ( the wires were exposed).
Showkat HNothing needed. It's too good
Ashwij UTotally disorganised and lacking in proper service management.I was totally disappointed in the lack of knowledge in terms of billing, and awareness of Uhaul policies. I understand Monroe was in transition but that is no excuse for poor service. The manager Jim was trying to be of service but he too was not sure how to present an estimate and final bill. A frustrating experience for sure.
Phil EThe vehicle had a rough idle when I picked it up in Whitby, Ontario. The location was closed so I had to take the vehicle. When I dropped off the vehicle at 5:50PM in Guelph, Ontario, Canada, I was told by the staffer that she would check my vehicle in for me, no fee. The staff noticed ex the rough idle and did not check in my vehicle until the next day. Then you charged me an extra $40 plus other fees for a “late return” of a vehicle that your organization did not maintain.
Brian B