It was not the location of pickup that was the problem, it was the location on Lumbard Street in Smiths Falls. I reserved a 16ft toy hauler trailer at your smiths falls location on Tuesday September 15, 2026 to be picked up on Friday September 18, 2026 @ 7am When I arrived I was told that the trailer was accidentally rented out to somebody else. Offering me no solution to this the attendant said it was not his problem that he didn’t do it. I said that it absolutely needed the trailer and that he needed to call someone that could help. He then placed a call. Getting no answer he hung up and told me they didn’t open until 8 or 9. I explained to the attendant that I needed a trailer, to which he replied not my problem I didn’t make the mistake. I told him he needed to keep trying to get a hold of someone that I was going to be calling. I drove 25 minutes back home and started calling your 1-800 # and reached an agent. She did help me locate what I needed, although it was 1 hrs 20 minutes away. I drove to pickup the trailer and then drove the hr + back. Then drove hr to my original destination. Upon returning the trailer to Smiths Falls Lumbard location I was treated very poorly. I attendant said there was no record of my even renting the trailer therefore I could not return it there. I told him the whole thing over again to which he said, not my problem. I showed my confirmation email. After telling him again that I told the guy at the Sydenham store that I would be dropping it off in Smiths Falls, he again told me that he couldn’t find my reservation. He then called someone on the phone. After he talk for awhile on the phone he hung up and walked away to talk to the other guy that was there. I eventually said are you going to tell me what is going on? He made a dismissing motion with his hand and said you can leave it. I told him it wasn’t nice to get up and walk away and to not tell me the outcome of the call. He said something in another language to the other guy and they both started laughing. I told him how he was acting was not professional and uncalled for. He said “ I said you could just leave it” He tuned to the other guy and said something and they both laughed. I told the they were being rude and that it wasn’t funny and they both should learn better customer service.
TRACEY L
Customer Reviews for Sydenham Convenience And Cafe
(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.
Not only was the service amazing at both pick up & drop off, having this trailer during our move was invaluable. Thank you.
Ryan BVery nice and friendly people working at the store.
Marc NThey charged me 66$ after all he did was take the keys didn’t come out or anything I have no idea why I was charged
Stuart HThe dolly we had was frozen and it wasn’t shoveled around so it was a pain to get at it and to get it out also they charged my debit card twice
CHRISTOPHER KThe trailer tongue was on the ground and the location had no equipment to raise it onto my hitch. I needed my vehicle's jack, the store attendant, and the good will of a passerby to help raise the trailer. There were also no blankets as ordered on-line and no mattress covers.
CHARLES CNo DOLLY as pre rented
ISABEL KMake sure gas is full.....
JODY BBefore I comment, I would like my receipt!
CHRISTINE AI had a great experience in renting a trailer here for the first time, and I expect I will use them again. It would be helpful if there were more equipment options available.
Bill WThe U-Haul was relatively clean. But there were major issues with starting and the battery(perhaps alternator). It was the only option available and I had to take that truck. It didn’t start multiple times and required roadside assistance. The u haul truck also shut off while travelling down a trans Canada highway which was dangerous. Not having confidence that the vehicle would start at any location added a lot of stress to my trip. Requiring people to follow me to gas stations for a boost, buying booster cables. Not a good experience.
Jon C