Customer Reviews for U-Haul Moving & Storage of Etobicoke

Rating:

2.0

The on line order and installation was paid and accepted by the location A few days later the order was arbitrarily changed pending a possible late delivery of a component. The component arrived on time but the location would not do the installation as originally agreed. Early the next day I had to make a time consuming return trip to the facility and was told “ about 3 hours” for completion. I had to wait nearly 4.5 hours for completion. This experience caused a great deal of my time to be wasted

Rating:

1.0

Don't have staff lie to customers

Rating:

5.0

I had problems in the past with storage as Access Storage made me have to get rid of some of my most valuable possessions. That experience was the reason why I was skeptical about using any storage units. My time with U-Haul was a little longer then expected but I would recommend them to anyone looking for storage.

Rating:

2.0

Absolutely ridiculous pick up process. Selected counter pick up online Arrive at the location, waited a few minutes in line before someone (while still dealing with another customer) tells me to download the U-Haul app and do the pickup process that way. Approvals for photos taking 5+ minutes is insane, the website doesn’t mention anything to do with the app when you select counter pickup. Bad experience with bad customer service

Rating:

1.0

Equipment wasn’t in the truck I ordered had to go to 3 different locations to get that equipment. Then I had to pay again for stuff I already paid for. Now I got a message saying I owe more money. Terrible service terrible experience

Rating:

2.0

Must be under new management? However, the man in the backyard was helpful……

Rating:

3.0

The van was parked in an odd position this having to call staff to get another cargo van. This caused 1/2 hour delay. Lady I dealt with very nice as was the young man in the pickup area.

Rating:

4.0

Clean facilities. Everything went smoothly!

Rating:

5.0

Maybe more indoor staff just an extra person to avoid people waiting to pickup with reservation and drop off while open

Rating:

5.0

To make sure the vehicle should be going for at least quarterly general maintenance

Rating:

3.0

I’d not recommend this location as the staff are lacking proper communication. When I went at 7 am on March 31, 2024, the guy on the equipment return shed said we do not fulfil manual return of the vehicle, you’ll have to do a self checkout using the app. As I had to reach to my office alongside the task of equipment return, I was in a rush. The guy just vanished, no one around to help out. For 10 minutes I was struggling to scan the barcode and not sure how to navigate in U Haul app. Then I walked all the way up to where office was & luckily the girl at the counter said she will take my keys & I could leave. It was such a kind and helpful gesture from that girl. After I went out to take the truck keys, that invisible guy suddenly got visible and said he can take my keys. So I’m wondering, what makes him think to persuade customers to mandatorily do self checkout.

Rating:

5.0

The distance I was charged was inaccurate and I ended up paying more.

Rating:

3.0

Have the tank full. I added fuel to the level I thought was expected and was still charged. Seems like a money grab by UHaul. Also the truck was very high mileage. Sounded terrible. Can't be efficient. The app experience was poor. Took too long.

Rating:

5.0

Great customer service.

Rating:

3.0

Too busy- long line up- no personal attention as we prepaid a one way truck. Was charged an extra gas bill despite having just topped up tank before returning (hard to top up when initial gas amount was not full..only at 5/6?)

Rating:

3.0

This location allows after hour drop in the website but the person at the front desk modified the booking as the next day drop off stating there is no after hours dropoff which made a bitter experience

Rating:

2.0

Had some delays with picking the truck due to queued customers. Had issues with the app when i tried to extend the rental timings and have to call them in person to inform them. Had issues while trying to return the truck and they asked us to just leave the truck and leave without clarifying our rental charges. It seems they over charged me. I'm yet to clarify the rental charges with uhaul office

Rating:

5.0

Great service. Very friendly people. Keep up providing an excellent service

Rating:

5.0

Honestly nothing, I go regularly to this location, the girl in the front desk and the guy that helps me in the patio are amazing, polite, professional and knowledgeable, never had a problem and always have the best experience

Rating:

1.0

Since starting to end all my experience was pathetic Ur customer service representative over there not helpful at all, lack of communication to customer regarding parking location of vehicle And at end while returning also app is not working so ending process was so much helpless Overall I will try not com back

Rating:

5.0

Many options for different size of trucks at this location. Truck was in good condition, easy to locate, clean. Supplies are also sold at this location. Employee was able to give keys quickly once the check-in process in the app was completed, no issues. Returning the vehicle was easy too, all through the app, and plenty of space to park the truck. Key drop off is a bit difficult to see, just a small orifice about 20ft left from the entrance. Overall, good experience.

Rating:

5.0

Mobile pickup was very easy and user friendly. Process overall was good!

Rating:

3.0

Avoid this location, no parking space, self-inspection sucks!

Rating:

5.0

Very friendly and easy to rent

Rating:

3.0

When you pre-order a truck. The items you rent with it should be in the truck and ready when you pick it up, not left up to the customer to take from the storefront and load themselves. In my last rental I ordered a furniture moving cart and then when loading the truck they didnt have any left. Forcing me to purchase one for $40. That should have been free.

Rating:

3.0

No customer parking and now no interaction with any member of staff since you made it mandatory to make the customer do everything for you on their phones . Taking photos recording everything. I’m sure that’s where UHAUL is going no employees necessary.

Rating:

5.0

Trailer was released with a marker light out.

Rating:

5.0

Inside truck was wet ( back )

Rating:

5.0

easy to pick up and drop off

Rating:

2.0

I was told on the phone that rental was 19.99/ day (talked to multiple people on the phone because everywhere i called the person answering the phone didn't understand the question, had no idea how to answer AND had no idea when the person who did know the answer would be in. This was frustrating and inconvenient. I was SHOCKED that the was over $400. Customer service at the etobicoke location was good- very helpful.

Rating:

5.0

Maintain always your friendly and happy interaction for the customer, your location is well organized and clean, superb and keep it up. Thank you and I am very satisfied.

Rating:

5.0

It was after hours and no one was expected to be there. Everything was fine, but clearer instructions as to where the vehicle should be parked might help.

Rating:

5.0

Thank you very much.

Rating:

5.0

Love it

Rating:

5.0

I reserved a 10' truck online the night before I needed it. I picked it up in the morning which took 5 minutes or less. I dropped it off the next morning and I was surprised the staff didn't come out to check for damages. They must have an electronic link to the truck because they knew how many km I had driven and that the gas was filled back to the same level as I picked it up. They invoiced me at the counter for the 20 km more than what I had pre-paid for and that was it. The total return time was about 2 minutes. I took photos all around the truck and of the dashboard showing km and fuel at pick up and drop off but I doubt they will be needed. The only drawback with this location is that customer parking is limited. They have an agreement with IKEA for customers to park across the street. This was not an issue because my son drove our car across the street and I brought the truck over to pick him up. After I returned the truck, I just walked across the street to IKEA. It would have been a hassle if it had been pouring rain or snowing or if I had to transfer moving supplies or extra furniture back into my car at IKEA. Overall, the online booking was easy and pickup and return was fast and smooth. Well done U -HAUL.

Rating:

2.0

1. OVERPRICED, your rate of $1/km for vehicle mileage is too high, your just charging for your name but the value is not there, other competing rental options are better value 2. APP & WEBSITE problems, there are still lot of problems and bugs with both your app and website (eg. app can't read drivers licence barcode), your app is not convenient 3. POOR SELF-SERVE SYSTEM your self-serve vehicle process via the app is terrible, it is neither convenient nor quick nor easy

Rating:

3.0

The truck that I got was old, when pressing the gas pedal to drive, I got this weird sounds from the motor, it took a bit before the truck started moving. And of course, like most of the trucks I've rented it had weird smell. They are short staffed but I find the employees nice and helpful. They do the best they can what they were given by the management.

Rating:

5.0

We were asked to place the order through the app but it doesn't work well I have a hard time to finish by the app and needed help from your staff

Rating:

1.0

I rent trucks very often at this location I have reservations about the service which is not professional. I witnessed an argument between employees and a customer this older gentleman was treated very badly by the "group" he only wanted an explanation why he was charged costs and was attacked!!! Personally I am looking for another location where I will be able to rent trucks with pleasure and without complaints from employees if you ask them for something. If these people are not able to serve customers according to Canadian standards they should change jobs and in their place there are many polite and cultured people who are currently looking for work.

Rating:

1.0

The young man at the customer service desk, who is completely confrontational, arrogant, and downright disrespectful to the two people I saw before me. Further, when I ended up getting my rental done, he was very confrontational with me and just seem to be very unhappy to be there. I will go out of my way, not to use Uhaul because of this man something needs to be done about him.

Rating:

2.0

The location doesn't have customer parking. They didn't inform me about that and I had go elsewhere to look where to park my car and then come back on foot, spending the time I paid for truck rental.

Rating:

1.0

I don't appreciate being forced to use your app to check in, in particular being forced to stand around waiting for verification when your employees are sitting right in front of me with nothing to do. I won't be using this location again after being forced to use your app.

Rating:

5.0

Nothing, it was great

Rating:

1.0

We came without online reservation. The lady that was on duty told us there was no available truck. I asked if she know of any nearest uhaul location we can go. She answered no idea. I did not leave the store and open the website and book online. I was able to book online and went back to thesame lady, however this time with her was other lady who's very accommodating. I was surprised we were able to get the 10" truck. Good thing we didn't leave the store after being refused. Time is 5pm Friday, February 28,2025

Rating:

2.0

I had booked a 20 and I got a 15 truck costed More money !! Not recommend at all!!! Rubbish.

Rating:

5.0

At this location I found Easy pick-up and return using the U-haul app. Friendly customer service.

Rating:

3.0

The pricing was not very clear.

Rating:

1.0

Just fulfill your promises at the time of pick up that you make at the time of booking.

Rating:

3.0

It was an average place.

Rating:

2.0

the location has lots of equipment so generally able to get a unit. However, 1st unit I received the wiper didn't work. They switched me to a second unit and while that wiper worked, it was coming about so left metal on glass (I told them when I took it out and when I returned it). I checked the gas levels on unit #1, but forgot with unit #2 until I pulled out and was down the street. The gas on the rental sheet showed 1/8 tank about half and it was actually 1/8 under half. I told them when I returned it and wasn't charged. The location has lots of units but care could be more taken with the customer experience.

Rating:

1.0

Poor interaction with front desk agent..Unable to get vehicle out parked to close with other vans..full of snow

Rating:

4.0

All good ! 👍

Rating:

5.0

Went above and beyond to accommodate that my 20' didn't start when picking up. Ended having to get an extra cargo as not everything fit in the 15'.

Rating:

3.0

Hi, I want to raise an official complaint. I literally stayed warm running vehicle burning gas waiting for the rescue for whose insurance I paid. With only information that help will come after 5 hours. I even called 911 and they said they won't handle towing. Finally had to pay 200$ from a towing truck who didn't give bills as he was contracted to some other company. It was frustrating, I stayed in the cold, and lost 200$ which I didn't have Bill. I really had a bad experience and this after getting all insurance offered by the company. Praveen

Rating:

2.0

The driveway and the instructions where to park the car after you returned it and its like they dont like customer there

Rating:

1.0

You guys are going to kill someone with bald tires I have photos I should sue you also was charged extra no explanation not receipt nothing

Rating:

2.0

Dolly's which were ordered were not provided, was told they "ran out" Wiper blades on truck were well overdue for replacement. Location has zero customer parking

Rating:

2.0

They called and said due to weather the truck wasn’t ready (after the time I had scheduled to pick it up). They didn’t offer a time and when pressed they said maybe by mid day and they would call. Called back at 11 and was given the timeframe of “maybe by noon”. Scanner wouldn’t scan my drivers license and I was offered no alternative solution. Had to call someone back from home to come with a scannable id. The attendant wasn’t cool either LoL. I asked if the day was being prorated bc it was late picking up due to them not being ready- was told no. They didn’t clear the recent snowfall off the truck or offer to help. Area around truck obviously not cleared either so waded through snow to get to vehicle. Had to solicit a snow shovel from them and clean it myself. It was noted that the tank was at 3/8. It was slightly below and normally wouldn’t care but so many turns this was terrible. I tried to change it on my phone but i wad having trouble with it and figured better to save my time as i was an entire morning behind (but luckily still paying for the full day). Terrible service on pickup. When I came to drop it off the guy was super nice, I wish he had been there when I was getting started bc wow really bad I will never return to that U-Haul location- don’t think it’s soured me on the brand but definitely that location gets a big thumbs down. Don’t normally complain or fill these out but woof they sucked lol Thanks!

Rating:

1.0

The truck was covered in snow, with frozen windshield wipers when I got there 30 minutes after what was supposed to be my pickup time. I had to wait over an hour for them to get the truck out and clear it off while keeping my movers waiting and paying them while I waited for the truck. Not impressed.

Rating:

3.0

Why is the billing so confusing. I see two charges on my credit card

Rating:

5.0

nothing,cars are clean,people over there are friendly,and the process is fast

Rating:

5.0

Shout out to the front desk staff!! Great service.

Rating:

5.0

Always great helpful friendly service!

Rating:

4.0

Very tight at certain time. Staff is wonderful but people returning equipment park anywhere and block you in

Rating:

3.0

My suggestion is for this location to allow ample space and access to Units. It was very difficult to navigate through to access my unit as the trucks and vans were always blocking my access. I would like to see improvements with truck parking

Rating:

5.0

All staff is very helpful guide very properly

Rating:

3.0

Did not start off as a good experience. Was told by agent at this location that they did not have a rental space available even though I had a confirmed reservation and move in date. This was frustrating and scary. She explained that a reservation is only best efforts and she had no spaces. After much pleading (by me) she found a unit that was just being vacated and got it ready for me within 30 minutes. U-Haul, please make your App reservation experience more clear. It is actually a waiting list where you might get lucky like I did.

Rating:

1.0

Only 4 staff out of all staff good in the last 4 years. Very bad customer service currently. Most employees treat customers like trash and should be monitored at all times. Storage units rusted out in terrible condition compared to all other facilities used.

Rating:

5.0

Perfecto

Rating:

1.0

They Never answered the phone you can call them every hours of the day for 24 hours and still won’t pick the phone or they will put you on hold for hours and forget about you the Manager she’s they worst very rude she was screaming on the phone to a customer so loud that I can here it in the text room so unprofessional I had most of my stuff destroyed because the storage was full of rat or mouse and ate my stuff and pooped everywhere

Rating:

5.0

Only downfall is if you are in the storage area after hours of business.. rental customers are ignorant and block off only access to leave the property.

Rating:

4.0

Vans are parked in the isles where the storage units are creating issues with other customers moving to their storage space.

Rating:

1.0

Changing someone’s lock without telling them is sneaky and insane, who knows what goes on and this sketchy place

Rating:

1.0

Never more! I'm really upset.

Rating:

5.0

Best price in town

Rating:

5.0

Excellent experience, thank you!

Rating:

2.0

I booked a 10 x 10 storage unit and when I arrived there was only a 5 x 10 available.

Rating:

2.0

No comments

Rating:

1.0

I was not told I had to move out during office hours. Quite the opposite. I was told I could come any time day or night. I then had to empty my unit a day late due to your office being closed. Causing another months charge to be due on my account. Unacceptable. Your staff attempted to charge me $209 for 18 hours of storage that I would not have even needed had I been able to move out the day prior. I sorted this out with your staff in person and yet, your automated system has attempted to charge the credit card several times since moving out. Furthermore the reservation for the truck we attempted to rent was canceled several times. We also rented a covered trailer which got a flat tire. We waited in a parking lot for 4 hours for repair and then were not initially offered a free day of use with the trailer. As though we should have to pay rental fees for damaged equipment that wasted a full day of our move?! My storage was included in an out of town truck rental and it was very difficult just to get the unit to begin with. None of your staff seem well trained and must not be compensated well because their attitude is quite demure even when being spoken to kindly and with patience. My experience with Uhaul has been REPEATEDLY deplorable. May I suggest you train you staff adequately and pay them better.

Rating:

5.0

The price for a 10/10 is still a little high for outside storage that’s all over all I enjoy the visit .

Rating:

2.0

They don't need to call and scare customers that I have charges when I in fact moved out of storage unit.

Rating:

2.0

This is a disgrace of a location for U-Haul. I've rented trucks from U-Haul for numerous moves at different locations and have never had an issue. Yet, this storage U-Haul location is awful. The management and staff are impossible to communicate with because they never answer their phones and the staff are not properly trained. I was charged twice for a lock I bought for my locker and they refused to assist and refund me in the matter. I also was told by the staff when I first got to the facility that they would have to see if they had storage available, when I already reserved my storage unit online (stating it was available). Fortunately they had one unit left but it took them an hour to figure out how to assist me. They took my credit card information as they said they would make automatic monthly payments on my card for my unit. However a month later I'm getting calls stating I'm late with paying. Why did they take my credit card information? Is that being used by an employee? Such an awful experience. I would not recommend. The only reason I gave this location a "2 stars" is because the actual storage units suffice to store your items. Honestly a self-serve storage locker facility would probably be better. Renter beware.

Rating:

4.0

Phone holding time is too long. It is too long to get the answer. Please increase your phone operator.

Rating:

5.0

VERY friendly and sweet girl at the counter at the Queensway location!

Rating:

5.0

Care free storage. 7years no problems!.

Rating:

4.0

Hi - the picture on the website does not match the storage units. I wanted a drive up but you have trucks parked down the middle of every aisle making it extremely difficult to get my car in and impossible to back up into it. It was difficult to find anyone to ask for help. I did eventually and he was very nice but it was extremely confusion and instructions didn't match what i had to do.

Rating:

5.0

We did have an issue with the refund but your staff was able to address it to our satisfaction. Thanks.

Rating:

3.0

Disappointment with the check out as I have yet to receive confirmation . Returned to facility to receive paperwork unable to provide me with or reimbursed any amount since I was only in storage for 7 days prior to move out .

Rating:

5.0

Great staff, glad to be a customer.

Rating:

2.0

The staff was completely unhelpful and didn’t seem to know what they were doing. Trying to speak to someone there to get help is virtually impossible holding on the phone for over an hour. Tried canceling online and although I received a confirmation it I was still harassed with calls and emails telling me I was behind in payment. Someone please help this location out with some proper customer service training 🙏🏼

Rating:

5.0

Excellent

Rating:

1.0

Mouse poop in the storage unit, no communication with staff, difficult to speak to someone and even if you did, they rarely followed through with what they said they would. It was a terrible experience. I will never recommend Uhaul again.

Rating:

3.0

It's nearly impossible to speak to someone on the phone unless you have extreme patience. 9 times out of 10, I was on hold so long that it transferred me to the U.S.A. Also, the locks are very hard to open after a few months, took nearly 1 hr to open a few times. It's a good thing I didn't go in it often.

Rating:

1.0

My experience with the storage option at 1472 The Queensway was among the worst customer experiences I’ve ever had. I was offered a free first month as I usually am with my reservations, given the fact that I have a corporate account. When I took the offer the sales associate confirmed this with me at the time the first month would be free and proceeded to process the transaction. Only after I was all moved in called me to tell me that there had been a mistake. They subsequently threatened to “cut the lock if I did not return to the store and dispose of all my items.” They had called me after hours to tell me this! The store closed at 7:00pm on Wednesday and they called me at 7:45pm after I had already gotten to my house and returned the truck! Completely inappropriate on behalf of U-Haul especially consider I spend thousands of dollars every month renting equipment from this company and this exact location! They then proceeded to steal a total of $271.49 from me by charging my account without authorization! What kind of organization does that! I am taking further action and will consider strongly closing my account with U-Haul at the end of the month after I’ve fulfilled all my business obligations.

Rating:

2.0

Trying to get a hold of someone to close my contract was an awful process. The general manager did not respond to any of my emails and I could not get through by phone. Uhaul should not have an online move out portal if I you’re just going to make customers go in to the facility in person. The whole process made me not want to use uhaul again as it caused a ton of unnecessary stress.

Rating:

5.0

A very easy, good experience. Very helpful staff at this location. A little more details up front on how to work the self-check out would Have made it slightly easier - but does not deflect from good service.

Rating:

4.0

Your service and prices are good.What I dont like is the lineups and if I rent a vehicle the extra $20 charge.

Rating:

5.0

Very fast and helpful

Rating:

4.0

Easy access and location to move goods in and out of the facility. Storage space is well insulated and clean. Would recommend or use again.

Rating:

1.0

Extremely upset with my experience at the Queensway In Etobicoke location. Long story.

Rating:

4.0

.

Rating:

4.0

.

Rating:

5.0

Very professional

Rating:

5.0

.

Rating:

5.0

Nice people

Rating:

5.0

It was an excellent experience having storage with uhaul.

Rating:

5.0

friendly staff

Rating:

2.0

The manager is friendly, but I am super disappointed about being mislead about a promo by someone on the phone, I also double confirmed that there was a note on my file, but there wasn't

Rating:

5.0

Staffs are very helpful.

Rating:

3.0

After checking out of the locker I still received bills from the for a month- it took several emails and calls to get it fixed!

Rating:

5.0

I had very good experience with U-Haul. The clerk who helped us was very nice and professional.

Rating:

4.0

Had the pricing just been a little bit better, and a bit more staffing on busy days I would have given it an excellent rating. The staff are generally good - wait times were excessive on occasion.

Rating:

1.0

I’ve already filed a complaint with customer service. Hopefully the manager will be in contact soon .

Rating:

1.0

Today was my second visit to U-Haul since yesterday the person that booked my room booked one in a completely different city. No apologies today for wasting my time to rebook .

Rating:

5.0

Staff was very friendly and knowledgeable

Rating:

5.0

Quick, professional, friendly service.

Rating:

1.0

The staff truly incompetent. Obtaining initial access took very long because staff didn't know how to use their system. Keys were given to anyone who asked, pointless security. Now boycotting U-Haul.