Customer Reviews for Nirmaa Silk
(U-Haul Neighborhood Dealer)

Rating:

5.0

I am writing this with utmost dissatisfaction regarding the experience I had with U-Haul between yesterday and today. I booked a U-Haul vehicle in advance, selecting a location and specifically choosing in-person pickup. However, at 6:43 p.m. yesterday, I received a call from someone informing me that the vehicle I booked was no longer available. He offered me another vehicle at a different location and asked if I was okay with that. I agreed only because I had no better alternative. What I did not agree to—and was never even asked about—was switching to an online pickup system. This change was made without my permission. I have never liked your online pickup system. It involves too many steps. When a human being is there, the process is much quicker and simpler—I don’t have to go through multiple screens or upload photos and re-enter information that I already submitted earlier. Today, when I arrived at the new location, I wasted valuable time looking for a staff member because I was not informed that this was an online pickup. Nobody told me about this change. This was the first major disappointment. At 1:50 p.m. today in Toronto, I called customer support and spoke with a lady whose name I do not know. She was extremely rude, lacked any sympathy or empathy, and disconnected the call while I was still speaking. She was not interested in helping me at all. She wanted me to keep listening to her rather than actually listening to my concerns. Because of her behavior, I was unable to complete the pickup and was left stranded. I am clearly stating that I want this agent removed from her job. She is not fit for any customer-facing role. I called again at 2:00 p.m. and spoke to another agent named Bradey. I asked him to file a complaint on my behalf about the previous agent. He said he was unable to do that and that only a supervisor could. That is a very poor policy. Frontline agents should have the ability to record formal complaints when customers request it. I told him I had no interest in speaking with a supervisor, because that would have made it the *fourth person* I’d need to explain everything to—starting from the agent who called me yesterday. It was already well past my scheduled pickup time, and I could not afford to waste even more time repeating myself yet again. It made no sense to keep escalating the issue when it should have been resolved by the first person I spoke with. When I asked Bradey for the spelling of his name, he was hesitant to give it. I had to insist before he told me. I strongly disliked that attitude. If a customer requests an agent’s name for accountability, the agent should provide it clearly and without resistance. To make things worse, Bradey was giving me instructions that did not match the screen on my phone. He mentioned a button that didn’t exist. Then he told me to log out and log back in. I clearly told him that logging out would bring me back to the same screen and that it was not a helpful suggestion. Eventually, I found the correct option by clicking a different button—something he failed to guide me toward. This shows your agents are not properly trained to navigate your own app interface, especially on mobile. Then he told me to go find a vehicle with license plate DC 2846 Y, which simply did not exist among the parked vehicles. Why would your system or your staff point me to a vehicle that isn’t even there? After more delays, he gave me a second plate number, and I finally found the correct vehicle. He then informed me that the keys would be located at the back of the vehicle. I searched continuously at the back, thoroughly checking multiple times, but no keys were there. I told him that, and only after my failed attempts did he advise me to check inside the physical store. This instruction should have been given right away. I then went to the store and finally found the key in slot one. This wasted even more of my time and added to my frustration. If agents are going to guide customers remotely, they must provide accurate and complete instructions from the start. During the online check-in process, I was asked several questions that I had already answered when I made the original booking—whether I wanted collision damage waiver, SafeMove, roadside protection, and even to provide my credit card information again. Why did I have to go through all of this again, just because the location was changed? This is not acceptable. It is your system’s failure, not mine. Then I was forced to take four photos of the vehicle before I could proceed. I was still on the phone with Bradey at that time. I requested him to remove that requirement as I was already running 40 minutes behind schedule. He could not help with that either. Again, your agents should have the ability to skip or disable certain steps in the process if a customer requests it and if there is a valid reason—especially in time-sensitive situations like moving. And even after all that—at the very end—when I clicked to view my receipt online, it opened in such tiny font that I could barely read anything. This is not an issue with my phone, as I do not keep my device on small font settings. I know how to zoom in, and I tried, but your system still did not allow me to zoom enough to read it clearly. This is a failure in how your receipt display system is designed. It’s frustrating to go through a bad experience and then not even be able to properly view the final receipt. To summarize: * My pickup method was changed without my consent. * I was left searching for someone at the location, completely unaware it was an online pickup. * I received no help from a rude customer service agent who ended the call while I was speaking. * I clearly want her removed from her job. * I was given wrong instructions about your app and wrong vehicle details. * I had to repeat steps I already completed in the original booking. * I was delayed due to your system and policies, not due to any mistake on my part. * I was forced through unnecessary steps even after asking to skip them due to urgency. * I was misled about the location of the vehicle keys, which caused more wasted time. * The agent was hesitant to share his name when asked, which I found unacceptable. * I could not even properly read the receipt due to extremely small fonts and an unresponsive zoom feature. This entire experience was a disaster and a complete failure on U-Haul’s part. You cost me time, energy, and caused unnecessary stress on a day that was already difficult—our moving day. I will never use U-Haul again. If I were in your position, I would issue a full refund and remove the employees involved in creating such a terrible experience. I expect a proper explanation, a full apology, confirmation that these two agents have been removed from their positions, and an immediate refund for this failed service. My email address: zarif.mah92@gmail.com

Rating:

5.0

Very good! The van we used was given as advertised and in excellent condition. No issues whatsoever, awesome experience.

Rating:

5.0

Nothing to do with the location . But overall completely dissatisfied with u haul and service for free rental storage , truck and on phone service . Truck was dirty , the outlet didn’t work . Horrible experience. Will never use U-Haul ever again

Rating:

4.0

The processing was a little long but I understand that there can be glitches sometimes. Knowing exactly where the keys are for the vehicles would speed up the process more. Overall the staff is very friendly and polite. I would use this liston again and I would definitely recommend it.

Rating:

1.0

Authorized dealer location attendant was not helpful and when returning the rental the other store attendant did not speak English. No help at all, I had to call U-Haul directly.

Rating:

4.0

Your truck takes more gas

Rating:

1.0

Terrible process of getting the keys to the truck. It gets worse because instead of giving you the license plate number they give you the truck number. However, they don't tell you that it's the truck number. Then good luck trying to find the truck number. I had to use the key on all of them until one opened. The location was poor because of the lack of parking. The lot was so cramped and small. Finally, the majority of the problem did the online instructions because the store does not open till 11 am on weekends. If you want a truck earlier than that, good luck with the online instructions.

Rating:

3.0

The truck was not maintained at all. It was clean but engine needed work. When i started the truck engine light came up, and then disappeared after some seconds, in middle of highyway it started to blink and stayed on for a bit, i contacted uhaul and saw a very lengthy process of reporting, in the meantime it went away again. Also i could feel the gear getting stuck before changing. Anyone could tell that it needed some work and oil.

Rating:

3.0

I was charged for gas even though I filled to the fuel level marked in my invoice. And the lady attended me was not present when I returned the truck.

Rating:

3.0

I don't make recommendations

Rating:

1.0

Terrible customer service from eglinton east location. The owner told us it was our responsibility to dig out the truck from snow.

Rating:

4.0

Nice communication.

Rating:

5.0

Nirmaa was kind, friendly, & easy to talk to. No complaints, rental was clean & pick up was a breeze as well as drop off!

Rating:

3.0

I love U-Haul’s service, and everything went smoothly for my first time using it. However, I was a bit disappointed that the shop employee didn’t invite me inside during the process. Instead, they came outside to ask if everything was going well. It was too cold outside, and the process took about 25 minutes, which made it a bit uncomfortable.

Rating:

5.0

You're doing very Good ! Keep it up

Rating:

5.0

Ease of use

Rating:

1.0

The first trunk I was given he said the engine light is on but it is ok. I pulled out of the parking spot and it did not drive well so I asked for another truck. On returning the vechile he asked me twice if I had been in any accidents. I think this was asked because I am a woman. He never went to inspect the truck and found an issue to ask this. Another person renting at the same time left the lot and it sounded like the truck needed new brakes. This place gives uhaul a bad reputation.

Rating:

2.0

First, the truck has an engine problem, the check engine signal is lit and the truck feels like it’s going to break down any moment, no power at all when you try to accelerate it and feels super unsafe. The owner was rude from the very beginning, he tried to cancel the rental because I will come back after 10 pm as I specified on my reservation from the very beginning and I had to rush to accommodate to their time, just with the excuse that he had it reserved to the next day and he didn’t want to give me any options for late return as it’s advertised in UHaul, never coming back to this place!

Rating:

1.0

The man woh was there has no manners how to behave with customer . I was on time and I was waiting for him 16 mins because he was not present at store . Thanks

Rating:

1.0

Very rude

Rating:

3.0

My pickup was at 1:45 pm but I reached 2:30pm for pickup. They cancelled my reservation and gave my truck to some other person. I was lucky their was a person who dropped his truck at the same time.

Rating:

5.0

Had issue with payment, this caused me huge delays. had issue on returning to same location.

Rating:

2.0

Pick up using mobile is a very slow experience and this was not the location I requested, which caused a bunch of delays throughout my day.

Rating:

1.0

Charged too much for nothing.

Rating:

1.0

I would not recommend U-Haul or this location to anyone. The app is shitty. They changed my guaranteed booking at the last minute to a far off location. At this location, there was nobody to attend is for an hour. And then the app doesn't work. We lost our time for the elevator booking and had a crazy bad day, all thanks to shitty service from U-Haul.

Rating:

1.0

Overcharged

Rating:

5.0

Everything is good

Rating:

1.0

We used the van for 14km and filled gas for $5. The person at Nirmaa silks charged additional $5 saying the gas we filled is not enough. It is not clear on what basis did he decide that $5. He was a bit arrogating answering us. I do not recommend this pickup place at all. Very disappointing.

Rating:

5.0

The guy on the atire was very helpful.

Rating:

4.0

To much charge for the gas price, you guys should accordingly to customer distance they drove.

Rating:

1.0

I drove the truck for 142 km, before returning it I filled it with 25 litres of gas, to compensate for the gas consumption, then I was surprised later on that I was charged for 15 litres of gas after I handed over the truck and left the area. Also when I was booking online I was informed that it was a flat rate, however the final bill that I was charged had me charged according to the mileage done on the truck, which was not explained on the website for me, end result I was charged 90 dollars extra for those two reasons, which came as an unpleasant surprise, as the person that I handed the keys to said he will send me an email with the receipt right away, however it was sent 5 hours later with the over charges of $90 on top of the $160 dollars that I paid earlier, not really a trustable agent to deal with, I dealt with U-Haul several times in the past (3 times before) and this never happened to me, I am really disappointed

Rating:

5.0

Everything fine thanks

Rating:

5.0

He good man

Rating:

5.0

Fast service and helpful!

Rating:

4.0

Please clean the vehicle after someone is used. It smells bad and messy inside. It looks like they smoke drugs inside. Overall, I will not recommend to a friend. Thank you

Rating:

4.0

The vehicle ran really rough. Engine seemed to work extremely hard even when the truck was empty.

Rating:

1.0

I am rating for the 462 Birchmount location. It was a horrible experience waste of time Customer representative also didn’t help in the situation I will never rent from Uhaul again

Rating:

5.0

Its not bad I really like it

Rating:

5.0

Good service

Rating:

1.0

Absolutely horrible experience, this was the worst ever U-Haul renting instance I've faced so far. On top of the terrible experience, he charged me more money for no reason. I did everything right and still this happened, so will NEVER recommend to anyone!