Customer did not leave a comment.HAMED S.
Customer Reviews for Roy Equipment 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.
Customer did not leave a comment.John S.
Customer did not leave a comment.DOUG C.
Not charge so much, I use the dolly for about 1 hour and a half and I got charged $71, when I believe on the website it says $45.sue F.
Customer did not leave a comment.STEPHANE P.
Customer did not leave a comment.marc S.
Not happy seriously 89 cents per km... Or 1.43 per mile..... Your trucks make more than i do per mile hauling real stuff with tractor trailers. Plus to pay for fuel in a pig of a truck. 139 miles 115$ casselman to ottawa ottawa to cornwall back to casselman 404$ total absolutely dumb. I will be spreading the wordAdam E.
Best experience ever with UhaulLinda W.
Customer did not leave a comment.greg E.
Customer did not leave a comment.Joanne P.
Customer did not leave a comment.ANDRE B.
Customer did not leave a comment.marc S.
Fantastic service!Chantal G.
THE ONY SAVING GRACE OF DEALING YOU UHAUL WAS MICHEAL IN CASSELEMANDebbie L.
Staff nice and friendlyRichard G.
These trailers should have cranks to raise and lower off the vehicle when loaded.James M.
I am writing to let you know about the terrible experience I had this past weekend with UHaul. I initially called several weeks ago to rent a 10 foot truck one way from Ottawa, ON to St. Catharines, ON. At that time, your representative informed me that there was not a truck available at the location in Ottawa that I requested. She then told me that there may not be one available at all for the date I requested (Sunday April 18th) but we said we could be flexible if need be and also pick it up on Saturday. She informed me that we would definitely get a truck but there may be some minor changes, such as location (which we said was fine even if we had to drive a bit to get it). She also said that we may need to take a 15 foot truck as that may be the only size available. At that time, I confirmed that it would be at the same cost as the quote for the 10 foot truck and your representative said that it would be. She then also stated that a representative would call me 2 days ahead of the rental to confirm details with me, but assured me we would have a truck available in Ottawa. On Friday, I did receive a phone call but there were, again, problems and changes. She then stated that now we would have to drive a truck from St. Catharines. I said that with such short notice, that did not work for us as we planned to be in Ottawa on Saturday. But since we had travel plans, hotels booked, plans to move my daughter out of her apartment, etc. I noted that since we were now desperate for any truck, we were stuck with the new plan although it was extremely inconvenient and not what we were promised. After discussion with my family, we realized that was not going to work so I attempted to call back the number from Nepean, but could not get through. I attempted to speak with someone at 1800Uhaul but was on hold for an extended time. Meanwhile, the representative from Nepean called through to say that her manager wouldn't allow the plan she first presented and now they did have a truck close to Ottawa (a 35 minute drive in Casselman, ON) but that it was now a 20 foot truck. Again, we were stuck, so agreed to the newest variation only out of desperation. We had, at the time of reservation, ordered six moving pads and were assured they would be in the truck. Literally on our way to get the truck Sunday morning, we were called by the Casselman representative to say there were no pads. As you can imagine, not very helpful when trying to pack up her belongings, since we had planned on having them. Upon arrival in Casselman, as an F-class licensed driver, I did a complete inspection of the vehicle. When attempting to complete the online check-in as requested by UHaul, I continued to receive an 'Error' message, despite several attempts. Just by chance we thought of taking a picture of mileage and gas levels. And as you will see later, this saved me $56. The level was between 1/4 and 1/2. Upon arrival in St. Catharines, less than 12 hours later, we returned the vehicle to the previously agreed on drop off location on Welland Avenue. Again, upon trying to complete the online drop off as requested by UHaul, I continued to receive an 'Error' message multiple times. We then took another picture of the mileage and gas levels, which were almost identical. We parked in an empty spot and dropped the keys in the drop box. I received on my Mastercard account an amount pending for $350, which seemed oddly high to me, considering the rate I was initially quoted, as well as an additional charge of $56. I decided to go to the Welland Avenue UHaul to clarify these issues, as well as to ensure that the truck was correctly processed and returned. The local representative informed me that the Casselman location had marked the gas level as 1/2. Again, luckily, I had taken a picture and I was asked to 'prove it' by not only showing him the photos but also to email them to his manager Sam Hussey, as in his words, he needed back up in case he was audited' and 'he didn't want to get in trouble' for processing the refund. We emailed the photos and were promised a refund. I then addressed the moving pads refund and he said there were no charges on the account for that cost. I then asked to have a copy of the itemized bill with all the details so I could see how the total of $350 was arrived at. He was not able to provide me with that. As the store was filling up with people, in clear violation of local Covid regulations (at one point I counted 12 people in the small area and not one store employee asked anybody to wait outside) I decided to leave and continue this by phone. After calling and waiting on hold for 40 minutes, I reached a representative that listened to my issues and did send me an itemized final bill, which included a $1.00 fee for moving pads. I said that although it was only one dollar, I never got any pads. I then explained the issue of the truck sizes and pricing and he said that he needed to forward this to another department and someone would need to listen to all the phone conversations to prove that I was given a rate for a 10 foot truck. When asked, he told me that the cost of a one-way rental for a 10 foot truck was $175. (I was charged $229 for a 20 foot truck that I never wanted but was forced, by circumstances, to take). A representative called today to inform me of what had been determined. I was busy at the time, and asked if he could call me back in one hour. He refused, saying it would only take a second. He then went on to say that the original price quoted was for a round trip from St. Catharines and the current contract was different. Pardon my language, but NO SHIT. It was different because UHaul changed it several times, up to and including while driving to pick the truck up Sunday morning. As I was busy, as I first told him, I was unable to engage in this conversation with him. Hence, I am at the point of writing this novel to you to put everything down in writing so there is no more confusion. I asked for a 10 foot truck one-way from Ottawa to St.Catharines. I drove and used it for less than 12 hours. In addition to the $350 that it cost me, plus additional gas costs for the truck twice the length I requested (My total gas charges were $198.), I have almost put more time into attempting to resolve this issue with your company than I actually did, driving your truck. And to top it all off, not one single employee ever sympathized, apologized, or even attempted to offer some sort of explanation of why this was such an ordeal. Your customer service sucks. Period. You may not honour your original price quote, you may not ever apologize, you may not ever try to make this right for the terrible experience you provided me, you may not even care... But I want my dollar back. Extremely frustrated and disappointed, Jackie WilksJackie W.
Customer did not leave a comment.Sherry M.
Great customer service, very accommodating friendly staff. I will be recommending this location to anyone who needs a rental nearby :)Johanne L.
Customer did not leave a comment.Richard G.
Customer did not leave a comment.Michel L.
They charge me on my card two days of rental but i only had one day of rent. I go to location they said call 1-800 number so i did over one hundred times no one answer the phone even I was in line for over two hours this looks like a scam it's not customer serviceMASOUD T.
Great staff! Came in on a Sunday which is their day off to give me the truck.CHRISTOPHER M.
Louis G. helped us and we had an excellent service.SIBOMANA H.
Customer did not leave a comment.karine C.
Nothing very good clientleEric V.
Customer did not leave a comment.Stephen W.
The truck was not clean when I picked it up. I threw out 5 mask's, receipts, random wrapers and napkins, and a jug of ice tea from previous renters. The bed of the pickup had random junk leftover from others as well. Coffee spills were all over the seats and floor. I felt the need to sanitise most serfaces that I figured would be standard practice these days. I returned it cleaned inside and out in better condition then I picked it up.Leland M.
Customer did not leave a comment.LAFLECHE F.
Worse place to get a uhaul. Dirty trucks and I had to put air in the front tires. The transmission wouldn't change gears then bang in gear. And to top it off I ask the ladie on the phone what I oh but got a email stating I oh 5x that amount. Lol at the end of the day uhaul is way to expensive and I think I'd just rent from Home Depot. They have amazing rental prices.Joey R.
Customer did not leave a comment.Kris T.
Marco provided excellent service and advice. He is very knowledgeable and an asset to U-Haul. He made it a wonderful experience.Denis D.
100%excellent experienceRolando L.
Roy Equipment Rental went out of their way to make sure I had a trailer available for my rental period. great to deal with. highly recommended/Michael B.
Customer did not leave a comment.Ronald M.
Stop changing pick up location still upset you sent me 40 minutes out of my way to pickup a 5by8 trailerCarlo F.
Customer did not leave a comment.roxanne G.
The truck was nice and not looking too old or shaken up, just the office where to pick the truck could have a part office a bit more setup for that but cant complaint it was what I needed and it did the jobJoel P.
Customer did not leave a comment.LAFLECHE F.
Customer did not leave a comment.darren E.
Customer did not leave a comment.Kelley K.
Marco was very friendly and did not create any problems. Vehicle was in very good condition and I was able to tow my trailer without any problems. We did a walk around inspection and I was on my way in no time. If I need a pickup truck I will definitely go back there as long as there is one available.marc B.
Customer did not leave a comment.Marc S.
Customer did not leave a comment.Celine B.
Location was a disaster. Truck seats had cigarette ash on them, and hadn't been cleaned out.Colin T.
Nothing in place to distance customers from staff during covid-19. Clerk tried to charge an extra $10 for the trailer light connection wire after the credit card payment had been made. He did not have the lift needed to connect the trailer to my vehicle.Ken S.
Location is dirty and needs renovation, not very obvious that it's a uhaul dealer.JÃ©rÃ©my V.
Customer did not leave a comment.Carole G.
Not helpful, over charge , not qualify, worst help ever, rudeAlexandre B.
Customer did not leave a comment.gerhard W.
Great friendly service!!!lynn L.
Very friendly..made shure that you had the right size of trailor you needed to accomplish the task.sylvie C.
Customer did not leave a comment.Marc G.
Customer did not leave a comment.Justin V.
They are doing a very good jobDANNY B.
They confirmed our truck and trailer with a phone call ahead of time and everything was ready for us when we went to pick it up. Good service overall.Andrea W.
Customer did not leave a comment.Melanie A.
Worst U-Haul experience we have ever had and I would like customer service to contact me. Thank you, ValVALERIE N.
Customer did not leave a comment.DANIEL L.
I did a reservation online for a 6x12 trailer, to pickup at the Orleans location on Innes Road. When we got there we were told the trailer was double booked, we need a trailer with a ramp and they didn't have any, they called around and found a 6x9 with a ramp in Cheney. So now after an 1 hour we drove to Cheney ( out of are way). When we got to Roy Equipment Rental they were great, the trailer was ready and we were off quickly! We are not happy with the Orleans location, we are renting a truck from that location July 13, I hope the service will be better!Stephen M.
The fuel level indicated on the contract was higher than what was actually in the truck prior to departing. Even though I did refill prior to returning the truck, I was subsequently charge another $35.00 for additional fuel. I identified this on the return slip as the rental location was closed. Never, did I received a call regarding the fuel discrepancy. Pictures of the dashboard was taken prior to departure and upon returning the vehicle and is available upon request.Pierre H.
Customer did not leave a comment.ERIC M.
Customer did not leave a comment.PAULETTE C.
They shouldn't be smoking inside they're building. They even had a no smoking sign. Like wtfDAVID M.
I had my truck for 1 day rental (24hrs) and i returned it within 12hrs but the Cheney location didn't process my contract and U haul charged me 45.20$ for a extra day. Hopefully next time they can process the customers contract faster and on time.joshua L.
Very happy with the service.CÃ©line B.
Customer did not leave a comment.Martin S.
The truck was not ready at the time that i had scheduled to pick it up. Although the gentleman who helped me was very understanding and courteous, it is very frustrating to have to wait for a truck that you have booked and confirmed ahead of time.Manon D.
They were unprepared. There wasn't even anyone there when we came to drop off even though it was before closing hours. I had to wait and make my driver wait that came to pick me up. Their debit machine wasn't working as the employee forgot his password. Then he didn't even have cash to provide me with my refund. This was worst service and bad attitude I have ever experienced. The establishments owner stood there arguing with his grandfather about giving him money to provide me with my rental deposit return. So unprofessional.Richard M.
Had issues with getting my cash deposit back, I had to complain and talk to district manager. Waited 1 week to get my cash deposit back. When i dropped off the truck they were there and told us that we needed to go to the pick up location for the deposit. In the end I went to this location and fought to get ahold of him.Kim C.
Even if two lights were out I was able to complete my move. Also was not able to pick up trailer before closing and the owner of this location waited for me which was awsome of him. Beside the mix up in billing which I believe this is a new location with easy access so if an error in billing was done it was corrected today. Hope this location stays open for a long time I only rent u haul when I need something and recommend u haul to everybody more bang for your buck I say I think they should ave a buck on the advertisement. Wish I could run au haul location and road servicing. Cheers