First U‑Haul experience, but probably the last. I booked my reservation over the phone. The agent scheduled the truck for pick‑up on a Sunday at 10 a.m. at the Jean‑Talon location. A few days later I received a call telling me that the pick‑up was actually at Ave André‑Ampère (very far away) at 11 a.m.—one hour later than the time I had booked. This was already frustrating and disrupted all my moving plans. When I arrived at the pick‑up location, I had to wait about 15 minutes for the owner to arrive and complete the rental contract. It took a very long time because he did not seem to know how to use his rental‑software system, and I had to help him. We struggled for a while, and I saw him enter incorrect information in order to finish the process. I finally received the keys about one hour after the scheduled pick‑up time, so two hours after I initially wanted the vehicle. This completely delayed my plans for the day. I noticed right away that the left wiper (driver’s side) was broken, and I had to adjust it manually. It was a snowy day, and the wiper fell off twice while I was driving. I had to stop and put it back in place manually, which was extremely dangerous and could have caused an accident. I informed the pick‑up location owner’s wife of this problem when I returned the vehicle. In addition, I paid for a certain number of miles that was set when the owner processed the rental before I received the keys. He told me I would be reimbursed for any unused miles. I drove fewer kilometers than expected, but I was never reimbursed for the difference. This was my first time using U‑Haul, and I am very upset and disappointed with my experience. I will think twice before renting from U‑Haul again. I would have a very different opinion if I could receive some form of compensation. Thank you for giving my concerns your careful attention.
Florian t
Customer Reviews for Station PV1
(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.
Je souhaite vous faire part de mon insatisfaction concernant le service reçu lors de ma récente expérience de location. Il me semble important de vous informer de ce qui s’est passé, car cela a eu un impact significatif sur mon temps, ma planification et a entraîné un coût supplémentaire injustifié. J’ai suivi attentivement toutes les étapes indiquées dans l’application, en fournissant tous les documents demandés, malgré le fait que la plateforme ne soit pas particulièrement amicable. Après environ quinze minutes consacrées à compléter l’enregistrement, l’application m’a fourni un code pour récupérer les clés du camion dans une boîte située à l’extérieur du commerce. Cependant, en arrivant sur place, j’ai constaté avec surprise que la clé n’y était pas. Heureusement, une personne du commerce voisin a eu la gentillesse d’appeler le responsable, qui est arrivé au bout d’environ quinze minutes. À son arrivée, il a commencé à saisir de nouveau tous mes documents dans le système, bien que je lui aie expliqué que j’avais déjà effectué tout le processus en ligne et que je devais simplement récupérer la clé. Malheureusement, la situation s’est aggravée lorsque la connexion internet a commencé à poser problème, nécessitant un appel au superviseur de U-Haul, lequel a indiqué que, selon le système, j’aurais déjà dû avoir retiré la clé. Cela a clairement mis en évidence un manque de coordination interne. En résumé, les clés m’ont été remises vers 11 h, soit une heure plus tard que prévu, et, à ma grande surprise, cette heure m’a tout de même été facturée, alors que le retard n’était en aucun cas de mon fait.
José E