Customer Reviews for Shawarma Palace
(U-Haul Neighborhood Dealer)

Rating:

1.0

There was no lock or key in the lock box that I was assigned spoke to someone at head office, and we went through the vehicle and then found the key in the back cargo area of the van over an hour of my time wasted looking for the key that was supposed to be in the lock box and when I went to start the van, the engine light was on, during the time that I needed the van I felt very uncomfortable with that light on, so I returned it earlier than I was supposed to. I then called a friend of mine to finish doing what I needed to do. I was not very happy. I also returned it with more fuel than I had received it with.

Rating:

1.0

When I arrived the guys said the one I booked online wasn’t available for another hour. I had to be the one to come up with the idea of using a larger vehicle. Unprofessional. Unorganized. Unprepared.

Rating:

5.0

The team were great and made the pickup and dropoff process very smooth.

Rating:

1.0

We were instructed to take photos of all sides of the cargo van, however we should ALSO have been told to take a photo of the gas gauge! My son, Bodie Deacon, noticed the gauge was sitting almost on the “full” line before he drove the van, just under that line in fact. So when he arrived in St. Catharines (one way), he filled the tank up to that exact line and returned the vehicle. Sadly, he was charged $30 for apparently not “filling up the tank”. That is absolute nonsense and incredibly poor customer relations. You gouged a customer who was simply acting in good faith. I can’t imagine using or ever recommending U-Haul if these are your business practises. Signed, Andie

Rating:

3.0

I ordered a plastic cover for couch and mattress, but they were at another location and couldn’t be picked up.

Rating:

1.0

This location is a dump. Drop off in an unlit back alley with zero staff present. The parking lot is gravel and nobody is there to help you when you arrive. Have to log in to the app and do everything yourself. Would never use this location again. Should be taken off the list of locations. It’s a shawarma restaurant not a U-Haul depot. Completely disappointed by the drop off experience.

Rating:

1.0

Was redirected to this location after my reservation elsewhere didn’t have the truck I had reserved, only for this location to also not have it but failed to mention it until I got there. Additionally when I arrived, they were preoccupied in an argument with another customer who was also mislead about their reservation

Rating:

1.0

I reserved and booked for a 10’ truck and when I arrived they mentioned they don’t have any and it was booked by mistake and after 45 minutes waiting they gave me a smaller car which made us to do the moving in three rounds and it ruined all of our planning, I booked the elevator for three hours and because of this I needed to renegotiate with the building to extend the moving window. couple of my friends were supposed to help us and they had other plans and they finally decided to change their plan and stay with us to help us doing the movement which was supposed to be done in 1 round.

Rating:

3.0

It was fine.

Rating:

3.0

There were two crack pipes in the glove box and my 13 year old daughter found them. It was awful. But you guys refunded everything so all is okay.

Rating:

1.0

Dont close office before closing hours; dont provide a different kind of truck from the one that was ordered; dont charge for fuel when truck was returned properly refueled

Rating:

5.0

They did mess up my order twice and then gave me the wrong vehicle. Brutally was resolved I'm happy.

Rating:

3.0

Insufficient supply of accessories. No lift trucks available.

Rating:

4.0

Quick pick up and drop off service. Even faster with the app. Vehicle was good condition and clean.

Rating:

5.0

Easy pick up process and very helpful staff.

Rating:

3.0

The place was a bit difficult to find, but the person on site was very friendly, very helpful and overall a great experience because of him

Rating:

5.0

Easy process. They had all different size trucks available and they had the one I needed reserved for me. Many times I’ve gone to other locations and reserved a truck and they didn’t have the one I reserved when I showed up. This location was seamless and great people and customer service

Rating:

4.0

At pick up time, there was no one at the counter. I called the two phone numbers provided and no one picked up:

Rating:

5.0

⭐⭐⭐⭐⭐ I would like to share my honest feedback about my experience. Last weekend was one of the most challenging moving weekends I’ve ever had. I had reserved a 26’ U-Haul truck, but when the day arrived, the truck was no longer available at my pickup location and had been moved to the opposite side of Toronto. Finding another truck was extremely difficult because there was virtually no availability anywhere. My reservation was scheduled for 1:15 PM. Although I arrived around 1:30 PM, we then had to wait 1 hour and 42 minutes because there was no employee available at the location to assist customers. By the time we were finally able to leave with the first truck, it was almost 4:00 PM, and my son and I still had to return to pick up the second truck. What should have been a simple pickup became a long, exhausting, and very stressful afternoon. Throughout all these challenges, Hector , Chris and Jack were absolutely outstanding. They were patient, professional, compassionate, and determined to find a solution. They stayed on the phone with us, explored every possible option, and never stopped trying to help. At one point, another customer even offered to exchange trucks with us because the larger truck wasn’t suitable for their needs. Rather than helping make that reasonable solution happen, the employee at the location showed very little willingness to assist. Thankfully, Jack and Hector stayed involved, guided us through every step, and ultimately made everything work. Thanks to their dedication, we were able to secure two U-Haul trucks and successfully complete our move. Jack, in particular, truly became our angel that day. His commitment to customer service went far beyond what anyone could expect. While Jack deserve my highest recommendation, I believe the customer service at this location needs significant improvement. Great customer service is about being present, communicating effectively, and genuinely trying to help customers solve problems—especially during stressful situations like moving. The location itself is convenient, and the equipment was clean and well maintained. However, without Jack and Hector, I honestly don’t believe our move would have happened that day. Thank you, Jack ,Chris and Hector, for your professionalism, patience, and dedication. You turned an incredibly stressful experience into a successful one, and my family and I will always be grateful.

Rating:

4.0

⭐⭐⭐⭐⭐ I would like to share my honest feedback about my experience. Last weekend was one of the most challenging moving weekends I’ve ever had. I had reserved a 26’ U-Haul truck, but when the day arrived, the truck was no longer available at my pickup location and had been moved to the opposite side of Toronto. Finding another truck was extremely difficult because there was virtually no availability anywhere. My reservation was scheduled for 1:15 PM. Although I arrived around 1:30 PM, we then had to wait 1 hour and 42 minutes because there was no employee available at the location to assist customers. By the time we were finally able to leave with the first truck, it was almost 4:00 PM, and my son and I still had to return to pick up the second truck. What should have been a simple pickup became a long, exhausting, and very stressful afternoon. Throughout all these challenges, Hector and Jack were absolutely outstanding. They were patient, professional, compassionate, and determined to find a solution. They stayed on the phone with us, explored every possible option, and never stopped trying to help. At one point, another customer even offered to give out their truck to us because the larger truck wasn’t suitable for their needs. Rather than helping make that reasonable solution happen, the employee at the location showed very little willingness to assist. Thankfully, Jack stayed involved, guided us through every step, and ultimately made everything work. Thanks to their dedication, we were able to secure two U-Haul trucks and successfully complete our move. Jack, in particular, truly became our angel that day. His commitment to customer service went far beyond what anyone could expect. While Jack and Hector deserve my highest recommendation, I believe the customer service at this location needs significant improvement. Great customer service is about being present, communicating effectively, and genuinely trying to help customers solve problems—especially during stressful situations like moving. The location itself is convenient, and the equipment was clean and well maintained. However, without Jack and Hector, I honestly don’t believe our move would have happened that day. Thank you, Jack and Hector, for your professionalism, patience, and dedication. You turned an incredibly stressful experience into a successful one, and my family and I will always be grateful.

Rating:

2.0

When I picked up the truck, it was at the line between empty and a quarter tank. I told him that was not very cool and he said oh it’s OK. It’s only yours. I took the truck home. We packed the truck. We drove it to storage and as we were driving, I filled up the truck with $100 of gas then people were telling me I have a leak. Everybody was stopping my truck and saying I have a leak gasoline or oil and we had just passed the location. I rented it from so we went there we told him the problem he didn’t seem to care. We told him we have to go to storage to empty part of the truck and we will come back for the solution. As we left, we called him to talk about the issue and we realized it was gasoline so we told him that and basically he said I can’t help you and hung up on us. We called customer service and finally got a little bit of help so they brought a different truck we had to repack that truck I had to sleep over in Toronto until the following day. I’m pretty sure the guy knew that the gas was leaking and that’s why it wasn’t full. Overall very bad did not go well. I would like my $105 back that I put in for the gas and apparently they’re gonna give us $400 back for unloading and reloading the truck and also they said we could have $30 vouchers for food which we got. Thank you very much.

Rating:

2.0

It's a weird shed/office with no windows staffed by a very good and helpful employee. I felt bad that he had to work in such a place.

Rating:

1.0

I had to wait over an hour after my reserved time to receive a truck. My reserved truck was changed very shortly before without my knowledge or approval. The worker was trying, but clearly not trained well enough to deal with what was happening.

Rating:

5.0

Great service!

Rating:

1.0

Key was not found. Truck was left dirty and on empty.

Rating:

1.0

Provide the truck with at least half of fuel tank, do the minimum maintenance of equipment the right mirror of the truck was loose and with the vibration on the road it was moving all over the place it is not safe

Rating:

1.0

My experience was absolutly terrible. I did pick up after hours through the app. I prebooked a u-haul the morning of and inputed all my information as well as my credit card details. I was to pick up the u-haul at 7:30pm. Once I arrived the App kept putting my through a loop of inputting my information (which it already had). The live agent was little help, they said I need to get to the payment page which would not show up on the app for me and they made me go through the whole process multiple times (through the app and online site). I told them that they have my payment info and to just use it or let me pay over the phone and they wouldn't. The app is ridiculous. I ended up picking up the u-haul at 8:30pm and was an hour late to pick up my furniture. Also the keys were not where the app said they would be. Fix your app.

Rating:

5.0

Good customer service. Was easy to understand my part even though I am not teck savvy. Will definitely use this service again.

Rating:

2.0

very annoying we were charged a $20 after hours drop off fee when vehicle was dropped off within the 24 hr window.

Rating:

5.0

Best customer care

Rating:

5.0

Very good.

Rating:

5.0

The person incharge very friendly and helpful

Rating:

3.0

I had a good experience with the rental overall. Truck was good, checking it out and returning was easy. The parking location where the trucks were looked a bit shabby though.

Rating:

5.0

Good tires, clean truck. Everything was in good order, rates were good. Grateful for a happy experience!

Rating:

1.0

Don't tell people they can drop off the truck after hours and then hit them with a $20 convenience fee, even though they downloaded the app and folllowed the steps.

Rating:

5.0

The person on site to process my rental was easy to deal with and helped us find the van we were assigned. Yeah good all around.

Rating:

1.0

The system had many glitches, prompting conflicting return locations. I was then charged a $20 service fee for after hours manual review, while it was only because their systems were so bad that it wouldn't 'allow me' to return it on my own through the app, so I was stuck at the location for 30 minutes while on hold with customer service... Very disappointed

Rating:

4.0

The guy I dealt with was helpful, knowledgeable and easy to understand. I will be using this service again this week.

Rating:

3.0

We were given misinformation about getting a refund if we returned the truck early. We have now been told that information was not accurate.

Rating:

5.0

It was awesome experience, front desk service was very helpful.

Rating:

2.0

The first red flag was that I was not provided with a vehicle walk-through before leaving. As a precaution, I took a photo of the fuel gauge before leaving the parking lot. When I returned the vehicle, I ensured the fuel level was at the exact same point as when it was provided to me and took another photo for comparison. When I returned the keys to Mohammed, I also showed him my $15 gas receipt. Based on that interaction, I left in good faith believing everything had been properly verified and that there were no outstanding issues. I was therefore surprised to receive my invoice and discover that I had been charged for fuel again. When I called the number listed on the invoice, I was instructed to return to the location in person to address the matter. Upon doing so, I was understandably frustrated by the situation. Rather than taking responsibility for failing to verify the fuel level before releasing the vehicle, Mohammed was dismissive and told me to “calm down.” I found this response inappropriate and unprofessional. As a customer, I expect to be treated respectfully, especially when raising a legitimate concern about an incorrect charge. Being spoken to in that manner was particularly upsetting given that I am eight months pregnant and was simply trying to resolve an issue that should not have occurred in the first place. Additionally, I found the dispute resolution process unnecessarily inconvenient and outdated. After being charged incorrectly, I was required to return to the office in person, only to be told that I still needed to call the customer service number from the location. This process places an unreasonable burden on customers who are attempting to correct billing errors and can discourage people from pursuing legitimate refunds because of the amount of time and effort required. A more customer-focused approach would be to empower local staff to verify documentation and resolve straightforward issues directly, rather than requiring customers to go through multiple steps to correct a mistake they did not make.

Rating:

1.0

Extreme neglegience by whoever works the office at this location nothing wqs prepared and i couldnt even get all my reserved vehicles

Rating:

3.0

I reserved the dolly 2 days before pick up! When I got there the guy said we don’t have that!!! And offered me the bigger size!! I had to accept cause I messed it but it was way too heavy,big and more expensive!! That was not professionalat all!! I reserved it I didn’t just walk in!

Rating:

2.0

The items I ordered online were not available. The staff was unwelcoming and displayed little proactivity.

Rating:

5.0

Easy simple

Rating:

3.0

Great spot! The staff was very helpful! Great selection of trucks.